JustCall
MARCH 7, 2023
Choose the Right Tools The last step in setting up your own contact center is selecting the most suitable tech stack. As discussed earlier, a contact center deploys a variety of technologies that help it work efficiently. Let’s discuss how you can handle the staffing question for your contact center.
Talkdesk
JULY 16, 2019
Performance Management and Customer Experience Call center agents, like retail workers, are on the frontline of customer interactions, and often face frustrated or angry consumers who are upset about a situation and place the blame firmly on the person in front of them. The post What is Call Center Performance Management?
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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. To keep your team engaged and performing at their best, your agents need to be coached daily.
SharpenCX
FEBRUARY 11, 2020
And apart from the cost to your operations, this paid downtime is detrimental to contact center quality and productivity. Of course, some idle time is necessary to prevent agent burnout. When we talk about idle time, we’re not talking about bathroom breaks, minutes of rest and mindfulness, or your agent’s lunch hour.
Noble Systems
OCTOBER 21, 2020
Keeping agents and customers satisfied is critical in today’s fast-paced environments. An ACD that helps you automate tasks can reduce agent burnout, free resources for more complex tasks, and provide faster service for customers. Whatever software you choose should include the ability to: Monitor and record calls.
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