SharpenCX

JULY 24, 2018

A revolving-door of agents (on average, 45 percent) isn’t good for morale, or for your customers. Recruiting and training new hires cuts into valuable time that could be spent on coaching and development opportunities, refining the skills of committed, engaged agents. Are your agents happy, or happy enough?

Contact center software 59

Contact center software Morale Coaching Contact Center 59

3CLogic

AUGUST 3, 2021

To keep up with the digital competition and deliver an exceptional customer experience , contact centers must reduce their caller’s average time in queue. Failing to do so could result in a series of business challenges including lost sales, diminished customer loyalty, and damaged employee morale.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

Fonolo

SEPTEMBER 21, 2023

6 Things Contact Center Agents Are Too Afraid to Tell Their Manage The agent could perhaps improve with better training. Most contact center software will include analytics, which you can use to measure the activity of your contact center agents over your chosen period of time (6 months, for example).

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

JustCall

OCTOBER 16, 2023

Lower Efficiency : Frequent and unnecessary call transfers bring down the overall productivity and capacity of the contact center. The delayed resolution and poor results will further dampen morale. However, those who lack the skill, training, or resources will often find themselves struggling even with the basic customer calls.

Customer centricity 52

Customer centricity Contact Center Contact center software Morale 52

NobelBiz

JUNE 19, 2023

. – Brad Butler, Contact Center Software Consultant @ NobelBiz Mastering the Art of Real-Time Monitoring as a Call Center Supervisor Real-time monitoring is an art that, once mastered, opens a new dimension of customer service management.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Noble Systems

APRIL 14, 2021

The virtual call center means reduced expenses for rent and operating costs. Virtual contact center software also eliminates the need for almost all hardware — servers, a PBX, phone terminals, etc. – Choosing the best virtual contact center platform for your needs. as well as a place to house it.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Fonolo

JUNE 9, 2020

Once you’ve selected and established the KPIs that fit your contact center’s needs, you’re ready for the next step. Most contact center software will include analytics, which you can use to measure the activity of your contact center agents over your chosen period of time (6 months, for example).

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

NobelBiz

JULY 31, 2023

By analyzing patterns, such as frequent drop-offs after a specific wait time or recurrent issues being reported, call centers can gain actionable insights. This can guide training modules for agents, infrastructure upgrades, and even feedback to the product or service teams about prevalent issues.

Wait times 52

Wait times Telecommunications Call Center CRM 52

SharpenCX

APRIL 14, 2020

Boosting FCR: Improve FCR with agent training, coaching, and empowerment. When you provide your employees with the best tools and train them well, they can answer questions without additional assistance. Download Now: 7 Ways to Improve your Coaching Skills to Impact Agent Performance. Provide extensive training tools.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

NobelBiz

JUNE 5, 2023

To handle this, invest in compliance training and automate compliance checks using software. The NobelBiz Call Guard Ecosystem can help the all the privacy and compliance requirements for an outbound lead generation call center. Using the Right Contact Center Technology Technology plays a vital role in lead generation.

Call Center 52

Call Center Scripts CRM Contact Center 52

SharpenCX

APRIL 29, 2020

Build in time for agent coaching. To keep your team engaged and performing at their best, your agents need to be coached daily. As you forecast for customer needs and plan agent schedules, build in time for coaching each agent. Often, WFM will cancel scheduled agent coaching sessions when volume spikes.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

FEBRUARY 18, 2020

You’ve got a running to-do list with KPIs to track and updates to make to training materials. Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. How do you need to grow your call center manager skills to be the best manager for your team? A Good Coach.

Call Center 84

Call Center Coaching Management Contact Center 84

SharpenCX

MAY 5, 2020

Download Now: Get real about coaching your agents to engagement with these 7 methods. Every time you lose an agent, this loss costs your contact center $35k to $105k. Not to mention the knowledge and training efforts that disappear when that agent walks out the door. Agent engagement starts with better coaching.

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

Balto

NOVEMBER 2, 2023

Technology plays a key role here – by integrating different solutions, contact centers can seamlessly handle multichannel interactions, as well as collect and analyze data efficiently, all while ensuring that their agents’ efforts are directed efficiently while technology automates redundant tasks for them.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

SharpenCX

MARCH 18, 2020

FlexJobs found that of the companies that allow remote work, 85% increased productivity, 90% improved employee morale, and 77% reduced operating costs. And, it’s how you’ll keep work-life balance and morale high for your agents. Use video conferencing for coaching sessions and team meetings. At best, those lines become blurred.

Call Center 94

Call Center Morale Coaching Cloud contact 94

SharpenCX

MARCH 10, 2020

You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. And after a year of dedication, you’re promoted to manager of your call center. But this time… you take on a new role without any training. Time is money in a call center.

Call Center 67

Call Center Management Coaching Metrics 67

SharpenCX

DECEMBER 4, 2019

One where your employee morale lives at the heart of your business. And, it means, your attention as a manager is pulled from coaching and training for deeper knowledge to recruiting and onboarding. Furthermore, those engaged, well-trained employees will provide better service to your customers, powering customer loyalty.

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

SharpenCX

JANUARY 14, 2020

Where do you start to improve your call center team? Can you boost morale, improve your service level, and retain customers without the extra cash? Download Now: Learn 29 best practices and coaching techniques for running your call center. Engage Employees and Boost Agent Morale. Attitude is everything.

Call Center 76

Call Center Customer Service Morale Finance 76

SharpenCX

MARCH 3, 2020

Download Now: Learn how to better coach agents with 29 tactics and facts, starting with onboarding new employees. But, traditionally, call centers don’t have the greatest track record with retention. Avoid pouring money and energy into hiring and training those who don’t really want the job in the first place.

Contact Center 86

Contact Center Coaching Call Center call center software 86

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. And, this hurts you, team morale, and your customers.

Call Center 76

Call Center Morale Metrics Abandon rate 76

TLC Associates

NOVEMBER 19, 2019

If there’s a sense of purpose in an outsourced contact center, there will be a general contentedness among the staff. And watch out for how supervisors and coaches deal with agents. If so, you’ve found the right contact center. Listen in on a Coaching Session.

Contact Center 40

Contact Center outsourcing Coaching Average Handle Time 40

SharpenCX

OCTOBER 8, 2019

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. Keep a close watch on quality metrics and your contact center’s outlined best practices to make sure every service interaction meets customer expectations.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

Dialer 360

MAY 3, 2023

Train and Motivate Agents The success of a call center largely depends on the performance of its agents. Therefore, it is crucial to invest in training and motivating them to achieve sales targets. Improve Call Scripts Call scripts play a crucial role in achieving sales targets in a call center.

Call Center 26

Call Center Sales Abandon rate Scripts 26

NobelBiz

FEBRUARY 27, 2023

In our sphere, a successful contact center is defined by its ability to manage customer interactions and meet their needs, while also operating in an efficient and cost-effective manner. To become a successful contact center, managers should pay exhaustive attention to four aspects, the first of which is a well trained workforce.

Contact Center 52

Contact Center Self service Metrics Wait times 52

SharpenCX

OCTOBER 8, 2019

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. Keep a close watch on quality metrics and your contact center’s outlined best practices to make sure every service interaction meets customer expectations.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

SharpenCX

APRIL 1, 2020

On the flipside, a corporate goal like improving workplace culture and manager training isn’t actionable to your customer service team. And, it gives you ample opportunities to celebrate progress, keeping morale high and teams engaged. If an agent ends a day in-the-red, jump in to coach them 1:1 where they struggled.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

Dialer 360

MARCH 8, 2019

Call center reps is very important as having hiring excellent contact center software. Sometimes contact center reps is being repetitive. Reps impress from their skills and perform at their best in a call center. Generate some policies with list and decision of call center reps to make their own.

Contact Center 24

Contact Center Call Center Construction Coaching 24

NobelBiz

APRIL 18, 2022

As a contact center leader, you must focus on 3 aspects: Call Center Management Call center management encompasses all activities taking place in a call center. Of all the elements in your company, call center management is the most critical.

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

Fenero

JULY 23, 2020

The new normal is vastly different than the traditional contact center management experience to which most had grown accustomed. So how can contact centers and their employees adapt? The simple answer is moving to cloud-based contact center software and a work-from-home employee model.

Contact Center 8

Contact Center Contact center software Cloud contact Morale 8