SharpenCX

JUNE 30, 2021

Microsoft says 90% of Americans use good customer service as a factor when deciding whether to do business with a company. Why would customers stay loyal to brands that are slow or can’t offer help? Why wouldn’t a customer find a company that makes buying and learning a product or service quick, easy, and accessible?

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Fonolo

JANUARY 14, 2021

If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. And high turnover rates won’t just hit you in the wallet — it also impacts morale, which will affect any new hires. Hire agents who demonstrate empathy. So be prepared to listen and take action!

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

NobelBiz

MARCH 5, 2024

This article will be your ultimate guide on call center reporting, where we’ll take you through how Nobelbiz’s cutting-edge capabilities are redefining what it means to excel in customer service. Table of Contents What is Call Center Reporting? Lee Davis – tech analyst, Forbes contributor.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 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. 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.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 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. 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.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Global Response

MARCH 26, 2024

Now they are seeking help from a live agent – and their satisfaction and loyalty lie in the balance. At this moment, it’s critical that your customer service agents are able to resolve the issue quickly and efficiently. How can you improve FCR rates and retain satisfied customers? But none effectively worked.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

SharpenCX

NOVEMBER 3, 2020

You know that providing relevant feedback often will improve your agents’ well-being and your customer satisfaction. Your agents feel secure in their roles when they trust your leadership and have the knowledge they need to do their jobs well. Read Next] How agent empowerment impacts customer service.

Call Center 67

Call Center Agent Empowerment Management Coaching 67