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

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

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

SharpenCX

JUNE 30, 2021

Download Now]: 7 Projects Every VP of Ops Should Take on To Reduce Call Center Service Inefficiencies. Set up regular 1:1s with agents that are deliberate and focused. Use it to catch up with agents on a personal level and bring some talking points. Project 3: Support Your Agents Professionally and Personally.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

SharpenCX

JULY 14, 2020

When I was in college, I worked in a call center. And one call is engrained in my mind as a permanent reminder of how not to interact. The customer who called in was just so insulting and so…mean. See, I was the last person on the shift. From namecalling to general personal insults, he just belittled me.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

Global Response

MARCH 26, 2024

It even improves agent morale by enabling them to solve problems more effectively. Effective call routing technology is critical for meeting customers’ needs. This information allows agents to personalize their service and resolve issues more efficiently. Can technology impact the First Call Resolution rate?

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

SharpenCX

NOVEMBER 3, 2020

The call center experience of today’s world can be hostile at best and abusive at its worst. Record number of leaders, like you, are frantically searching Google to find a way to protect the mental health and well-being of their agents. Yet, your agents are still sitting there, taking it all in. But frankly, it’s tough.

Call Center 67

Call Center Agent Empowerment Management Coaching 67