Agent burnout Coaching Contact center software Metrics 
Hodusoft
AUGUST 9, 2023
Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. That’s the power of multi-tenant contact center software for BPOs! What is Multi-tenant Contact Center Software? Imagine an office building called the contact center.
SharpenCX
MAY 6, 2020
Coaching your agents improves the quality of service they provide. When you manage your team by coaching them, you’re showing agents that you’ll listen to them. And when an agent is listened to, they feel valued and empowered. Many business leaders view the contact center as a cost center.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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.
SharpenCX
APRIL 29, 2020
And, look to your year-over-year metrics for added guidance, too. Once you have these predictions on deck, you can use WFM tools (like Sharpen + Community WFM ) and additional service-level metrics to figure out how many agents you need to take care of incoming customer needs. Build in time for agent coaching.
SharpenCX
FEBRUARY 11, 2020
Where would you be without your agents in the first place? It’s vital that you know where your team’s strengths and weaknesses lie, so you know how to coach to better performance. Use the DISC Assessment or the StrengthsFinder Test to identify how your agents thrive and collaborate. Tip #3: Coaching for a Better Team.
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. That’s where leveraging contact center performance management software can help.
SharpenCX
APRIL 1, 2020
With objectives set, your agents have more manageable metrics and outcomes to impact. Assign KPIs and metrics to track goals – and check on progress often. When agents can’t measure progress toward their objectives and goals, productivity stalls and performance plateaus.
Expert insights. Personalized for you.
52 
Let's personalize your content