TechSee

APRIL 16, 2019

What Matters Most to Contact Center Managers. Contact center managers need clear strategies to create efficient, productive and effective teams. After all, happy agents mean happy customers. Improving Contact Center Culture. Interestingly, the opposite is also true. Proactivity is Key.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Playvox

FEBRUARY 2, 2022

Most concerning, once burnout sets in with agents, it’s difficult to reverse. While managers can proactively look for the warning signs – such as irritability and impatience – without preventative measures, it’s difficult to reverse burnout once it begins. The Consequences of Agent Burnout. Prevention is key.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

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. Employee Engagement.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

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. Employee Engagement.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

teleopti

DECEMBER 2, 2019

Workforce Management is so much more than smarter scheduling and forecasting. With an open mind and the right partner by your side, it can unlock the secret to effective employee and customer engagement. Nick Smith shares 5 ways to become a WFM guru. . If necessary, enlist help from seasoned users in the WFM team.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

SharpenCX

JULY 14, 2020

How frustrating to pour time and energy into your agents and be unable to retain them because of the toll of stress. As a manager, you can provide training to support and coach agents through those abusive online experiences. The line needs to be drawn so you, manager, can define when it’s being crossed.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

Calabrio

OCTOBER 15, 2019

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16