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

APRIL 29, 2020

Here’s a condensed version of Your Call Center Manager Playbook. Throughout the week, our customer service reps would need to be on deck to help customers at all times of the day. We harbored some customer goodwill and boosted agent morale and inclusion in the process.

Coaching 76

Coaching Management Contact Center Morale 76

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