Playvox

FEBRUARY 2, 2022

It also becomes harder to meet service levels and customer experience goals measured by metrics such as first contact resolution, customer satisfaction, and customer effort score. Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

SharpenCX

OCTOBER 8, 2019

Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

SharpenCX

OCTOBER 8, 2019

Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

teleopti

SEPTEMBER 18, 2019

How do they galvanize customer service teams to manage social media interactions positively and in real-time? In Teleopti’s experience, organizations should focus on three distinct but interconnected areas. Involve and empower – to drive positive customer experience (CX) and business success.

Management 57

Management Customer advocacy Employee engagement Self service 57