SharpenCX

JULY 14, 2020

And the average call center agent lifespan is just three years. . Turnover is expensive and takes a toll on morale. How frustrating to pour time and energy into your agents and be unable to retain them because of the toll of stress. It’s not impossible to combat stress and abusive language from angry customers.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

Balto

DECEMBER 16, 2022

Agent Empowerment. Agent empowerment is one of the top trends in the contact center space for 2023. Empowering your agents means equipping your teams with the tools, trust, information, and freedom they need to make decisions when customers need it the most. One cheat code towards empowered agents?

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

SharpenCX

NOVEMBER 3, 2020

You’re actively involved with your agents rather than operating hands-off. The Experience Coach. The experience coach focuses on individualism. You know that providing relevant feedback often will improve your agents’ well-being and your customer satisfaction. The Democratic Leader. Adapt as you go.

Call Center 67

Call Center Agent Empowerment Management Coaching 67

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

JUNE 30, 2021

Let’s consider some of the stats around how your agents impact good customer service: 71% of consumers believe a quick response from a service team can drastically improve their customer experience. It only takes one bad experience for 80% of consumers to say they’d rather do business with a competitor.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

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