Remove 2021 Remove Agent Empowerment Remove Coaching Remove Metrics
article thumbnail

3 Management Techniques to Use (And 2 to Ditch) to Erase the Bad Call Center Agent Experience in 2021

SharpenCX

You’re actively involved with your agents rather than operating hands-off. The Experience Coach. The experience coach focuses on individualism. You know that providing relevant feedback often will improve your agents’ well-being and your customer satisfaction. Read Next] How agent empowerment impacts customer service.

article thumbnail

5 Contact Center Technology Trends That Will Define 2022

3CLogic

Consider how the contact center landscape changed during 2021 alone. Recapping How Contact Centers Evolved In 2021. But plans to start moving agents back to on-site operations didn’t come to fruition, and contact centers put in place systems that prepared them to be remote permanently. Providing individualized coaching.