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. Because if your agents are satisfied, so are your customers.”. Agent empowerment goes beyond agent assistance. When the agent experience is improved, the customer experience inevitably follows.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

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’s time to use it. Be introspective about your agents’ environment. And, get specific with your agent coaching and training.

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’s time to use it. Be introspective about your agents’ environment. And, get specific with your agent coaching and training.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

SharpenCX

OCTOBER 29, 2019

Leaders, like you, are in a battle to figure out what to measure and how to keep agents accountable to those metrics. And then, you’re left scratching your heads on how to put them into action so you can actually create a better customer experience. Your KPIs have become the pernicious beast of your contact center.

Metrics 64

Metrics Call Center Customer Service Coaching 64

Playvox

DECEMBER 15, 2022

Even the terms “call center” and “contact center” are called into question, given the images they evoke of rows of agents in cubicles lined up to fill a room. For convenience, I’ll use the term “contact center,” but what does a modern contact center or customer support center look like?

Contact Center 72

Contact Center Average Handle Time Agent Empowerment Service level 72