SharpenCX

JULY 14, 2020

I was the only agent left in the call center and I was completely unprepared to take on the nastiness of the customer. Don’t get me wrong, I know working as a call center agent isn’t necessarily a glamorous job. Download Now: Your agents’ experience matters. This wears on agents.

Agent Empowerment 81

Agent Empowerment Morale Contact Center Coaching 81

Balto

DECEMBER 16, 2022

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. Agent Empowerment. One cheat code towards empowered agents?

Agent Empowerment 52

Agent Empowerment Contact Center Scripts Self service 52

Fonolo

JANUARY 14, 2021

If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. And high turnover rates won’t just hit you in the wallet — it also impacts morale, which will affect any new hires. Hire agents who demonstrate empathy.

Contact Center 118

Contact Center Agent Empowerment Morale Coaching 118

SharpenCX

NOVEMBER 3, 2020

Record number of leaders, like you, are frantically searching Google to find a way to protect the mental health and well-being of their agents. Yet, your agents are still sitting there, taking it all in. Download Now] The 9 business impacts of a better agent experience.

Agent Empowerment 67

Agent Empowerment Coaching Morale Call center experience 67

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. You likely want to see your agents succeed in their work. Train agents as a team.

Coaching 67

Coaching Agent Empowerment Contact Center Morale 67

SharpenCX

APRIL 29, 2020

You balance the needs of your customers with the workload of your agents (and their development). And, you shouldn’t have to worry that running a lean contact center puts agents at risk for burnout and disengagement. Empathy doesn’t scale when your agents are overworked and overwhelmed.

Coaching 67

Coaching Agent burnout Agent Empowerment Morale 67

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. Your work isn’t over after you carefully harvest info from your customer and agent interactions. It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Be introspective about your agents’ environment. Which agents do they interact with?

Coaching 52

Coaching Metrics Agent Empowerment Average Handle Time 52

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. Your work isn’t over after you carefully harvest info from your customer and agent interactions. It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Be introspective about your agents’ environment. Which agents do they interact with?

Coaching 52

Coaching Metrics Agent Empowerment Average Handle Time 52