SharpenCX

DECEMBER 30, 2019

Each year, customer expectations grow yet budgets stay flat. Customers want more ways to connect with your company; better, faster, and now. You form new strategies or tailor your old ones to the new expectations of customers. And, your agents hold the key to likability.

Agent Empowerment 68

Agent Empowerment Morale Scripts Contact Center 68

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. There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though. Your work isn’t over after you carefully harvest info from your customer and agent interactions. Customer Satisfaction.

Coaching 52

Coaching Metrics Agent Empowerment Average Handle Time 52

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. There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though. Your work isn’t over after you carefully harvest info from your customer and agent interactions. Customer Satisfaction.

Coaching 52

Coaching Metrics Agent Empowerment Average Handle Time 52