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

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. It lives in how you use your insights to fuel positive changes that improve your customer and agent experience.

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. It lives in how you use your insights to fuel positive changes that improve your customer and agent experience.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

SharpenCX

MAY 6, 2021

After all, most agents don’t have a cute puppy to soften the blow of a customer problem. Turns out, what you measure in your contact center has the power to change your customer outcomes. 5 Metrics to Understand then Improve Customer Satisfaction for Better ROI . Customer Effort Score .

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84