Toister Performance Solutions

APRIL 30, 2020

And if your contact center is doing this to customers, you're also wasting precious handle time by not empowering your agents to serve people faster. But first, let’s look at how contact centers are wasting time. How do contact centers waste time? How do contact centers waste time?

Average Handle Time 83

Average Handle Time Interactive Voice Response Agent Empowerment Contact Center 83

SharpenCX

DECEMBER 30, 2019

When your agents handle customer interactions, be sure they don’t lose the human touch. Showing understanding and empathy makes customers happier than sticking to a tightly-knitted call script. Customer service, by definition, is about serving people; it should be genuine, personalized, and compassionate—or, simply put, human.”

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

SharpenCX

JUNE 30, 2021

Technology is definitely part of delivering good customer service. Let’s consider some of the stats around how your agents impact good customer service: 71% of consumers believe a quick response from a service team can drastically improve their customer experience. You likely want to see your agents succeed in their work.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67