Fonolo

MAY 30, 2023

This blog will dive into best practices, discuss the features you should look for when sourcing tools, and help you discover the transformative power of innovative WFM software. Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

OrecX

JANUARY 23, 2019

What's more, these calls also have the potential to make their way into the best-practice calls library for training new agents. This provides even further visibility for the agent. It is sure to boost morale and improve their performance.

Agent Empowerment 76

Agent Empowerment Morale Call Center Best practices 76

Global Response

MARCH 26, 2024

And there are some tried-and-true best practices to turn to. Enhance agent training and knowledge. The most basic first step is to ensure your agents are properly trained. It even improves agent morale by enabling them to solve problems more effectively. Leverage customer feedback and data analytics.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

NobelBiz

MARCH 5, 2024

By leveraging Nobelbiz’s innovative reporting solutions, companies can not only track key performance indicators (KPIs) such as call resolution times, customer satisfaction scores, and agent productivity levels but also identify trends, forecast demands, and pinpoint areas for improvement.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

bold360 Blog

AUGUST 31, 2020

According to Salesforce Research, 84% of teams that leverage CSS tools have seen improved prioritization of agents’ work, meaning highly complex service issues get resolved better and faster by humans. Agent empowerment: Agents want to do meaningful work, and fielding a high volume of routine, repetitive calls can become monotonous.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. We’re here to help.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. We’re here to help.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52