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.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

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?

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

SharpenCX

APRIL 29, 2020

Use your data as a roadmap for what’s happening in your contact center and what kind of interaction volume you can expect in the contact center. Pair historical data with recent data trends from your real-time numbers. To keep your team engaged and performing at their best, your agents need to be coached daily.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

APRIL 1, 2020

When agents can’t measure progress toward their objectives and goals, productivity stalls and performance plateaus. Customer experience expert Jeff Toister found that agents who don’t have visibility into daily performance sit at a severe risk for agent burnout.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

SharpenCX

FEBRUARY 11, 2020

Download Now: See what Frost & Sullivan marked as the most important trends impacting contact centers. 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.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

NobelBiz

MARCH 6, 2023

Are there any trends or patterns in my sales data or market research that can help me identify my target audience? A strategy to overcome this is to use a blended dialing strategy that combines predictive dialing with other dialing modes such as preview dialing, which is another built-in feature of our Omnichannel Contact Center Software.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

NobelBiz

JUNE 4, 2024

It’s the first point of contact between a business and its customers, making it a critical component in shaping the customer experience. In this comprehensive guide, we’ll dive into the nuances of customer service in call centers, exploring everything from the evolution of call centers to the latest trends and best practices.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52