Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

SharpenCX

OCTOBER 8, 2019

Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience. Then, eliminate specific pain points in their experience and coach for empowerment. Tailor their coaching and in-line training to address issues specific to each agent.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

SharpenCX

OCTOBER 8, 2019

Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience. Then, eliminate specific pain points in their experience and coach for empowerment. Tailor their coaching and in-line training to address issues specific to each agent.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

NobelBiz

MAY 2, 2023

Low Conversion Rates Low conversion rates may result from untrained agents, lack of a compelling value proposition, the inability to establish rapport with prospects, and last but not least, a subpar CRM that is not in sync with your contact center software. Let’s dive in a little deeper.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

SharpenCX

NOVEMBER 26, 2019

But rather than building a strategy core to the business, companies hold one-off events to boost engagement. The reality is, the employee engagement mind shift has to start at the top. According to Gallup , companies need to think less about making employees happy (cue the pizza party). We have them.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

But rather than building a strategy core to the business, companies hold one-off events to boost engagement. The reality is, the employee engagement mind shift has to start at the top. According to Gallup , companies need to think less about making employees happy (cue the pizza party). We have them.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

Playvox

MARCH 19, 2024

AI is also finding its way into contact centers, as technology allows machines or computers to process information in a similar fashion, but much faster than humans. AI-powered solutions and tools are shaping the way organizations engage with and manage their workforce. But it goes beyond enabling automation. But there’s more.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

SharpenCX

MAY 16, 2022

A “good” call center’s ASR is 40-50%, and if it’s above 60% — the services exceed expectations. Average Handle Time (AHT). This is the time it takes for an agent to complete a phone call or a “session.” Whatever the approach, training and coaching are essential to success for your agents and your organization.

Contact Center 67

Contact Center Scripts Call Center call center software 67

SharpenCX

FEBRUARY 25, 2020

As a call center manager, not only do you deal with high-stress customer situations, but you’re also responsible for team strategy, performance goals, management of budgets, employee satisfaction and coaching. But reducing call center stress (for you and your agents) matters. One estimate puts it as high as $400B.

Call Center 76

Call Center Morale Metrics Abandon rate 76