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. Be sure to train agents regularly and give these systems regular maintenance checks.

Contact Center 91

Contact Center Agent Empowerment Interactive Voice Response Contact center software 91

SharpenCX

APRIL 29, 2020

Workforce management in your contact center is all about finding balance. You balance the needs of your customers with the workload of your agents (and their development). Plus, you toss in overseeing your contact center budget, too. Get 29 tips to improve coaching in your contact center.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

DECEMBER 30, 2019

Develop better manager-agent relationships. Truth be told, how you manage and coach your team has a massive impact on customer happiness. Because it determines your agents’ empowerment, productivity, and happiness at work. Managers are responsible for 70% of the variance in the employee experience.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

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. It’s time to use it. We’re here to help.

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. It’s time to use it. We’re here to help.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

SharpenCX

OCTOBER 29, 2019

The surveys do tell managers something about how well the firm is pleasing customers, but somehow employees start thinking the strategy is to maximize survey scores, rather than to deliver a great customer experience.”. So, how do you place the right attention on your call center reporting metrics without going overboard?

Metrics 64

Metrics Call Center Customer Service Coaching 64