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