Fonolo
MAY 30, 2023
Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too.
SharpenCX
JULY 14, 2020
How frustrating to pour time and energy into your agents and be unable to retain them because of the toll of stress. As a manager, you can provide training to support and coach agents through those abusive online experiences. Let’s dig into some practical ways you can support your agents and combat abuse in your contact center.
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OrecX
JANUARY 23, 2019
Call recording software most certainly provides value to call center managers, supervisors and even business users in the form of customer intelligence, agent performance, sales and marketing data, etc. The same holds true for agents themselves. He/she can access the call to prove what really happened and avoid accountability.
DMG Consulting
SEPTEMBER 7, 2023
Workforce Management for the 21st Century: Helping Deliver a Great CX View this article on the publisher’s website. Workforce management (WFM) solutions are essential in good times and even more indispensable when the economy is challenged and budgets are tight.
SharpenCX
NOVEMBER 3, 2020
So, when questions surfaced about how to protect agents, and how to address all the stresses of the (sometimes-maddening) call center experience, I put my optimistic hat on and thought, “let’s talk about it!”. You know that providing relevant feedback often will improve your agents’ well-being and your customer satisfaction.
NobelBiz
FEBRUARY 9, 2023
Going into 2021, we can foresee a few things that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment. Contact Centers had to adopt the right tools and even shift their models completely in order to achieve business continuity and customer demands.
SharpenCX
JUNE 24, 2020
As a manager, you own 70% of your employees’ engagement at work. . Your agents show up each day, plop down in their seats in the office or at home, and immediately start helping customers. And it’s up to you, manager, to keep them engaged in their role. But too often, managers drown in a sea of apathetic agents.
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