SharpenCX

MARCH 12, 2019

There’s a disconnect in customer service. People are responsible for providing incredible service. Yet, too many companies fail to put their people first and give their agents the support needed to deliver stellar service. Creating positive experiences for your customers.

Agent Empowerment 52

Agent Empowerment Customer Service Contact center software Contact Center 52

JustCall

MARCH 9, 2023

While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well. What are Contact Center Software Solutions?

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

VocalCom

MARCH 12, 2018

The contact center is, without question, an intense environment. To keep agents organized and focused, managers may present them with a rigid protocol. However, good management is only part of ensuring agent success. Here are five tips for empowering contact center agents to offer the best customer service possible.

Contact Center 91

Contact Center Agent Empowerment Interactive Voice Response Contact center software 91

SharpenCX

DECEMBER 30, 2019

You form new strategies or tailor your old ones to the new expectations of customers. But through it all, one question remains the same: Do you know how to keep customers happy? Turns out, much of that happiness comes from the service you deliver. And, another 76% think customers are smarter and more informed, too.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

SharpenCX

OCTOBER 29, 2019

The answer lies in your agent-focused metrics. A recent Google search escapade led us to a common question managers, like you, are asking: What KPIs would you use to rate your customer service agents? What KPIs would you use to rate your customer service agents?

Metrics 64

Metrics Call Center Customer Service Coaching 64

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’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. Your work isn’t over after you carefully harvest info from your customer and agent interactions. It’s time to use it.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52