Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Balto

SEPTEMBER 21, 2022

Reaffirms commitment to agent empowerment for retention and growth in the contact center. The robust feature-set slated for release in October will include: Agent-sourced content. Selected agents can add their voice to the playbook, test new checklist items, and snooze or minimize prompts. Gamification.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. It’s time to use it.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. It’s time to use it.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

SharpenCX

OCTOBER 29, 2019

Your KPIs have become the pernicious beast of your contact center. A recent Google search escapade led us to a common question managers, like you, are asking: What KPIs would you use to rate your customer service agents? Today, we’re looking at KPIs through the lens of agent experience. Average Handle Time.

Metrics 64

Metrics Call Center Customer Service Coaching 64