pindrop

FEBRUARY 12, 2020

The 5-Point Customer Experience Health Check for Contact Centers. Often when thinking about customer experience most of the thought is dedicated to the online experience, but what about the contact center? CRM tools are the crown jewel of customer interaction.

Contact Center 52

Contact Center Customer Experience Agent Empowerment Call flow 52

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Some contact centers experience almost no turnover at all.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

NICE inContact

DECEMBER 12, 2016

When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service?

Contact Center 74

Contact Center Agent Empowerment Customer Service Finance 74

SharpenCX

DECEMBER 30, 2019

87% of employees who are happy with their jobs are willing to work extremely hard for their company’s customers. When your agents work hard for your customers, they reduce customer effort and build positive customer relationships. Develop better manager-agent relationships. Reduce your wait times.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

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

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 52

Coaching Average Handle Time Metrics Customer Experience 52

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Where are your customers having a hard time?

Contact Center 41

Contact Center Customer centricity Journey mapping Benchmark 41