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? The right call center reporting system isn’t just a nice-to-have; it’s an absolute necessity.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

OrecX

JANUARY 23, 2019

Call recording software most certainly provides value to call center managers, supervisors and even business users in the form of customer intelligence, agent performance, sales and marketing data, etc. The same holds true for agents themselves. The agent is likely to receive praise from his/her supervisor.

Agent Empowerment 76

Agent Empowerment Morale Call Center Best practices 76

JustCall

APRIL 9, 2024

Call center life can be a rollercoaster ride. One minute, your agents are cruising along; the next, they’re buried in a mountain of calls. Stressed-out agents face burnout during peak times and feel underutilized when things slow down —– it’s not a recipe for success. But fear not.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Fonolo

JANUARY 14, 2021

If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. And high turnover rates won’t just hit you in the wallet — it also impacts morale, which will affect any new hires. Create opportunities for agents to voice their suggestions and concerns.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

bold360 Blog

AUGUST 31, 2020

Operational Continuity: Companies that deploy scalable, 24/7 CSS tools maintain the continuity of their customer service operations, whether agents are working from home (as during COVID-19) or in a call center. In fact, 75% of agents credit CSS tools with increasing team morale, according to Salesforce Research.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

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. Plan for all-company events and downtime.

Coaching 76

Coaching Management Contact Center Morale 76