JustCall

APRIL 9, 2024

Customers reach out for assistance, feedback, or inquiries based on these changes. Challenges faced as a result of fluctuations in call volume Staffing challenges: Seasonal peaks can lead to a mismatch between incoming call volumes and available agents. Sign up for JustCall and explore how to manage fluctuating call volumes.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

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. Create opportunities for agents to voice their suggestions and concerns.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

NobelBiz

MARCH 5, 2024

By leveraging Nobelbiz’s innovative reporting solutions, companies can not only track key performance indicators (KPIs) such as call resolution times, customer satisfaction scores, and agent productivity levels but also identify trends, forecast demands, and pinpoint areas for improvement.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

SharpenCX

JUNE 30, 2021

Use it to catch up with agents on a personal level and bring some talking points. Use data about their performance to offer feedback, but also allow agents to give you feedback. Get a template to shape your 1:1s and make the best use of your time (and your agents’ time). Come to your 1:1s with a set agenda.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Global Response

MARCH 26, 2024

It even improves agent morale by enabling them to solve problems more effectively. Leverage customer feedback and data analytics. As with all customer satisfaction services, customer feedback and data analytics provide invaluable insight. Let’s look at three common challenges and how you can overcome them.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

SharpenCX

NOVEMBER 3, 2020

[Download Now] The 9 business impacts of a better agent experience. So, when questions surfaced about how to protect agents, and how to address all the stresses of the (sometimes-maddening) call center experience, I put my optimistic hat on and thought, “let’s talk about it!”. The Experience Coach.

Call Center 67

Call Center Agent Empowerment Management Coaching 67