Balto

DECEMBER 16, 2022

2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. With renewed focus on agent experience, ever-advancing AI capabilities, and the embrace of omnichannel solutions, contact center leaders face an exciting opportunity to best serve their customers in 2023.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

Fonolo

JANUARY 14, 2021

Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. 3 Reasons Why Agent Satisfaction is the New Customer Satisfaction.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

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. Empathy doesn’t scale when your agents are overworked and overwhelmed.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

JUNE 30, 2021

As a contact center manager, much of what you do daily shapes the quality of your service. You likely want to see your agents succeed in their work. Project 1: Invest in the Right Tools for Your Contact Center. Investing in quality tools and technology in your contact center can go a long way.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

SharpenCX

DECEMBER 30, 2019

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. Internally, it breaks down team morale. Unproductive, undervalued agents can’t make customers happy. Calculate it based on the facts.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. It’s time to use it.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. It’s time to use it.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52