JustCall
MARCH 9, 2023
This is how important customer experience is, especially in the context of contact centers. 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.
SharpenCX
AUGUST 8, 2018
In case you missed it, we’re recapping last week’s Agent Empowerment Webcast presented by Blair Pleasant of BCStrategies. We unpacked the idea of agent empowerment and what it means for customer satisfaction. Plus, we gave an introduction to BCaaS.
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SharpenCX
MARCH 12, 2019
Yet, too many companies fail to put their people first and give their agents the support needed to deliver stellar service. The post How Agent Empowerment Impacts Your Customer Service Experience appeared first on Sharpen Contact Center Software. Creating positive experiences for your customers.
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.
SharpenCX
DECEMBER 30, 2019
Because it determines your agents’ empowerment, productivity, and happiness at work. And, a constant ebb and flow of new agents coming through your doors means less collective experience and company knowledge to solve complex customer problems. What’s the real cost of agent turnover in your contact center?
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. Empathy doesn’t scale when your agents are overworked and overwhelmed.
SharpenCX
OCTOBER 29, 2019
Your KPIs have become the pernicious beast of your contact center. 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? Today, we’re looking at KPIs through the lens of agent experience. Or vice versa.
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