SharpenCX

APRIL 29, 2020

Download Now: How to put your contact center data to work for a better customer experience. Good leaders know that simply having agents in their seats doesn’t make for standout customer experiences. To meet the sky-high expectations of today’s customers, agents need to be engaged at work.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

DECEMBER 30, 2019

Given that a whopping 96% of customers are disloyal after a high-effort experience, we know that low-effort customer experiences are happier ones. Develop better manager-agent relationships. What does my relationship with my direct reports have to do with my customers’ happiness? I know what you’re thinking.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

SharpenCX

OCTOBER 8, 2019

Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. What to do with the information you find: Use the survey data and measurements we talked on above to see where agents struggle.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

SharpenCX

OCTOBER 8, 2019

Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. What to do with the information you find: Use the survey data and measurements we talked on above to see where agents struggle.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

SharpenCX

OCTOBER 29, 2019

Leaders, like you, are in a battle to figure out what to measure and how to keep agents accountable to those metrics. And then, you’re left scratching your heads on how to put them into action so you can actually create a better customer experience. Your KPIs have become the pernicious beast of your contact center.

Metrics 64

Metrics Call Center Customer Service Coaching 64