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

VocalCom

MARCH 12, 2018

The contact center is, without question, an intense environment. To keep agents organized and focused, managers may present them with a rigid protocol. However, good management is only part of ensuring agent success. The post How to Empower Contact Center Agents appeared first on Vocalcom Blog.

Contact Center 91

Contact Center Agent Empowerment Interactive Voice Response Contact center software 91

SharpenCX

APRIL 29, 2020

Instead, you can plan for quick 5-minute coaching sessions where agents can zip through a coaching module that’s waiting in their queue between interactions. Get 29 tips to improve coaching in your contact center. Here’s a condensed version of Your Call Center Manager Playbook.

Coaching 76

Coaching Management Contact Center Morale 76

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