SharpenCX

APRIL 29, 2020

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. Coaching builds confidence in your agents.

Coaching 76

Coaching Management Contact Center Morale 76

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.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

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.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Noble Systems

OCTOBER 21, 2020

Evaluate and improve agent performance – The ACD can let you listen to live agent calls and record them to review later. You can also use coaching and barge modes to listen to conversations and help guide agents, or even to take over a call and speak directly with the customer. Aid agents during their calls.

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57