JustCall

MARCH 9, 2023

Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers. What are Contact Center Software Solutions?

Contact center software 52

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

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.

Agent Empowerment 52

Agent Empowerment Contact center software Enterprise Contact Center 52

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. Creating positive experiences for your customers. The post How Agent Empowerment Impacts Your Customer Service Experience appeared first on Sharpen Contact Center Software.

Agent Empowerment 52

Agent Empowerment Customer Service Contact center software Contact Center 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

When your agents work hard for your customers, they reduce customer effort and build positive customer relationships. Given that a whopping 96% of customers are disloyal after a high-effort experience, we know that low-effort customer experiences are happier ones. I know what you’re thinking.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

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. It means there aren’t enough agents to help customers.

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. You can have dozens of “actionable” KPIs, but if you don’t have two eyes on your agent experience, you’ll never improve customer service.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59