Agent Empowerment Coaching Contact center software Management 
SharpenCX
APRIL 29, 2020
Workforce management in your contact center is all about finding balance. You balance the needs of your customers with the workload of your agents (and their development). Plus, you toss in overseeing your contact center budget, too. Build in time for agent coaching. We’re here to help.
SharpenCX
DECEMBER 30, 2019
Develop better manager-agent relationships. Truth be told, how you manage and coach your team has a massive impact on customer happiness. Because it determines your agents’ empowerment, productivity, and happiness at work. Managers are responsible for 70% of the variance in the employee experience.
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SharpenCX
OCTOBER 29, 2019
The surveys do tell managers something about how well the firm is pleasing customers, but somehow employees start thinking the strategy is to maximize survey scores, rather than to deliver a great customer experience.”. So, how do you place the right attention on your call center reporting metrics without going overboard?
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.
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.
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