SharpenCX

DECEMBER 30, 2019

If customers get knowledgeable and friendly help from agents, trust blossoms. If agents are frantic and irritable during interactions, trust diminishes. And, your agents hold the key to likability. Develop better manager-agent relationships.

Agent Empowerment 68

Agent Empowerment Morale Scripts Contact Center 68

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.

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.

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.

Coaching 52

Coaching Metrics Agent Empowerment Average Handle Time 52