CCNG

MAY 11, 2022

Many others spend a lot of time interacting with internal or outsourced call center agents and leadership, so they have firsthand knowledge of the vital part these individuals play within the customer service organization. ? agents lack appreciation for the call center job? call center agent or should it be expected?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

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

Balto

MARCH 29, 2023

And with customers having higher service level expectations than ever, deploying AI solutions into your existing contact center systems is vital for business success. Contact Center AI can enhance agent performance, provide a more personalized customer support experience, and make customers happier.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52