SharpenCX

DECEMBER 4, 2019

Two weeks ago, I sat at my desk with my headphones on digging into the 2020 contact center trends headed your way next year. And, Glassdoor is predicting 2020 will kick off a culture-first decade. As I poured through resources and spotted trends sure to stick around, one’s permanently seared into my brain. rise in CSAT.

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SharpenCX

NOVEMBER 21, 2019

Only, trying to run a successful contact center with decades-old methodologies simply won’t cut it next year. 2020 call center trends look to finally shake up the stale industry. As we look to 2020 call center trends, we look past shiny objects. In 2020, move your digital transformation efforts forward.

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SharpenCX

MARCH 5, 2020

Then, you can coach your agents to what you find. Distill actionable insights from the data that already lives in your contact center. To get some fresh insight on best practices for 2020, jump over to our latest post on contact center trends , here.

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Best practices Contact Center Airlines Benchmark 67

Hodusoft

JUNE 17, 2021

HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. The global call center market size amounted to 339.4 billion USD in 2020.

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Marketing Contact Center Telecommunications Call Center 98

SharpenCX

APRIL 29, 2020

Flash forward to 2020, and your average interaction volume in January – April increased to 1250 interactions per day. Apply the increase to your peak season in 2020, and you can forecast at least 2500 interactions per day (without accounting for any other business changes). Build in time for agent coaching.

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Coaching Management Contact Center Morale 76

SharpenCX

FEBRUARY 11, 2020

It’s vital that you know where your team’s strengths and weaknesses lie, so you know how to coach to better performance. With metrics and KPIs, you set the bar for performance across your contact center. Use metrics to know where your agents need more coaching or training. Tip #3: Coaching for a Better Team.

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SharpenCX

APRIL 28, 2020

Download Now: Get 29 tactics and facts to build connection and coach your team to success. Buffer’s 2020 state of remote work report noted that the two largest pain points for remote workers is collaboration and loneliness. Download Now : Recognize your Agents as you Coach them to Success. It’s normal.

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Morale Call Center Coaching Contact center software 90

JustCall

AUGUST 12, 2022

2020 sped up that pattern as the world shifted to remote working and continually evolving conditions. CCaaS includes many services aimed at customer care such as Automated call distribution, advanced analytics and reporting , virtual attendants, monitoring and agent coaching , and call recording. Objective difference.

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APIs Contact center software Contact Center Enterprise 52

SharpenCX

APRIL 7, 2020

Download Now: 7 tactics to coach your agents, no matter where they’re working. In fact, Buffer ’s 2020 State of Remote Work report found that 98% of respondents want to continue to work remotely for the rest of their careers. The right virtual call center platform also makes things more transparent for you as a manager.

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virtual call center Call Center Coaching Contact center software 104

Fonolo

JUNE 9, 2020

In April 2020, online retailer Zappos encouraged agents to make small talk with customers to help with ‘social connectedness’ during the COVID-19 lockdown. In an ideal scenario, customers will only need to call your support center once to have their issue resolved. Did you know? First Call Resolution (FCR).

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Contact Center Average Handle Time First call resolution Metrics 129

SharpenCX

FEBRUARY 4, 2020

Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. An accountant needs to know how to reconcile bank statements, while a software developer doesn’t. You’ve got a list of call center manager responsibilities that can feel overwhelming. Ok, let me backup. Soft Skills give a Leg up.

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SharpenCX

MARCH 18, 2020

Buffer’s State of Remote Work in 2020 report found that almost every employee who works remotely, a whopping 98%, want to continue remote work (at least part-time) for the rest of their careers. Use video conferencing for coaching sessions and team meetings. Hop on a video call for your 1:1 coaching sessions, too. What’s more?

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Cisco - Contact Center

SEPTEMBER 17, 2020

Webex Contact Center now supports stereo recording for agent-customer conversations, making it possible to clearly distinguish who is speaking and apply sophisticated voice analytics for customer sentiment detection and agent coaching, to improve customer experiences. Collaboration Social Channels. Learn More.

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contact center solutions Contact Center Surveys Enterprise 120

SharpenCX

NOVEMBER 26, 2019

Automate coaching moments and send microlearning lessons to your agents’ queues. Want tools to make coaching easier and less of a time suck? Want tools to make coaching easier and less of a time suck? See Sharpen’s approach to coaching and training. Get the step-by-step guide to do it right in 2020. We have them.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

Automate coaching moments and send microlearning lessons to your agents’ queues. Want tools to make coaching easier and less of a time suck? Want tools to make coaching easier and less of a time suck? See Sharpen’s approach to coaching and training. Get the step-by-step guide to do it right in 2020. We have them.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

OCTOBER 3, 2019

But, as we move into 2020, there’s some worry about the certainty of the economy toward the back half of the year. Here are four other trends that are shaping the digital landscape for credit unions into 2020: 1. Spend time to coach and train your employees so they understand how to use the platforms securely.

Banking 64

Banking Contact center software Big data Technology 64

SharpenCX

SEPTEMBER 25, 2019

That’s why by 2020, more than 40% of all data analytics projects on your digital transformation roadmap will relate to an aspect of customer experience. According to CCW , the biggest challenge for contact centers today is the lack of a 360-degree view of all customers.

Customer Experience 59

Customer Experience Contact Center Abandon Call Contact center software 59

SharpenCX

JANUARY 14, 2020

Download Now: Learn 29 best practices and coaching techniques for running your call center. Let’s take a look at some budget-friendly ways to improve your call center internally, all while making your customers happier. Use your documentation to ID projects to tackle in 2020. Taking Control of your Call Center’s Future.

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Call Center Customer Service Morale Finance 76

SharpenCX

OCTOBER 3, 2019

But, as we move into 2020, there’s some worry about the certainty of the economy toward the back half of the year. Here are four other trends that are shaping the digital landscape for credit unions into 2020: 1. Spend time to coach and train your employees so they understand how to use the platforms securely.

Banking 52

Banking Contact center software Big data Technology 52

SharpenCX

OCTOBER 10, 2019

Here’s a guide to coaching your MSRs for a better member experience. Check out our blog on what to expect in 2020 here. The post Stop Letting your Oldest Gen Z Members be an Afterthought in your Credit Union’s Digital Growth Strategy: 5 Tips to Acquire Digital Natives appeared first on Sharpen Contact Center Software.

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Banking Contact center software Finance Accountability 52

SharpenCX

JANUARY 8, 2020

Trends show that 2020 looks no different. Learn how to build a better feedback loop with 29 key takeaways from your call center manager’s guide to coaching. Staying aligned and on-track as you deploy new software means you need to take frequent pulse checks and keep improving. Evaluate and Iterate.

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NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP.

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