SharpenCX
JULY 14, 2020
I was the only agent left in the call center and I was completely unprepared to take on the nastiness of the customer. Don’t get me wrong, I know working as a call center agent isn’t necessarily a glamorous job. Download Now: Your agents’ experience matters. This wears on agents.
TechSee
MARCH 7, 2019
The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities. Today’s limited Virtual Employee Assistants.
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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. Your work isn’t over after you carefully harvest info from your customer and agent interactions. It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Employee Engagement. Be introspective about your agents’ environment.
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. Your work isn’t over after you carefully harvest info from your customer and agent interactions. It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Employee Engagement. Be introspective about your agents’ environment.
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