Talkdesk

NOVEMBER 9, 2017

When they’re not performing, those people need to create a plan for improvement with their team and it still doesn’t improve, we take steps to remove that person from the system. Hopefully you can take the lessons from our experts back to your team and start improving your contact center today.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Talkdesk

NOVEMBER 9, 2017

When they’re not performing, those people need to create a plan for improvement with their team and it still doesn’t improve, we take steps to remove that person from the system. Hopefully you can take the lessons from our experts back to your team and start improving your contact center today.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

JustCall

MARCH 9, 2023

While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well. What are Contact Center Software Solutions?

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Talkdesk

NOVEMBER 9, 2017

When they’re not performing, those people need to create a plan for improvement with their team and it still doesn’t improve, we take steps to remove that person from the system. Hopefully you can take the lessons from our experts back to your team and start improving your contact center today.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Tethr

AUGUST 14, 2020

Agents should feel comfortable discussing customer frustrations and personal roadblocks with their managers, team members and the organization as a whole. Rather than making sure agents are sticking to a script, saying and doing the things the company has decided are important to deliver a great customer experience (e.g.,

Scripts 107

Scripts Best practices Call Center Enterprise 107

bold360 Blog

AUGUST 31, 2020

Let’s look at a few of the most commonly deployed CSS tools: Conversational AI chatbots: Modern chatbots interact with customers in conversational ways, understanding their questions and offering the right responses or content resources in natural language (the underlying technology is called Natural Language Processing or “NLP” ).

Self service 52

Self service Chatbots Agent Empowerment Morale 52

NICE inContact

AUGUST 25, 2016

Historically, contact center technologies were intended to empower agents, but required managing multiple applications and time-consuming training to master the endless system and customer nuances. SpiceCSM also allows you to automate processes that are high-volume and have multiple application touchpoints.

Brand ambassadors 48

Brand ambassadors Agent Empowerment Contact Center Enterprise 48

Global Response

MARCH 26, 2024

Strategies for improving first call resolution The good news is you’re not alone. Companies are constantly working to improve their first call resolution rates. And there are some tried-and-true best practices to turn to. Enhance agent training and knowledge.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

SharpenCX

OCTOBER 29, 2019

Are you putting too much pressure on your agents to move a host of KPIs? Or do you go easy when it comes to call center reporting metrics? Leaders, like you, are in a battle to figure out what to measure and how to keep agents accountable to those metrics. Pressure to meet impossible KPIs pushes agents to burnout.

Metrics 64

Metrics Call Center Customer Service Coaching 64