NICE inContact

DECEMBER 21, 2015

In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. This process validates the effectiveness of individuals evaluating agent performance and improving customer service. This blog offers tips on adding or revising calibrations as part of your Quality Management program.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

Contact Center Pipeline

MARCH 18, 2015

In a previous blog post, I provided tips to help managers and team leaders prepare their frontline agents to handle irate callers. It’s also important to provide support for your agents after an irate call: An upset agent can actually cause their next caller to become irate. Have you ever seen this?

Agent Empowerment 113

Agent Empowerment Management Morale Contact Center 113

teleopti

DECEMBER 2, 2019

Workforce Management is so much more than smarter scheduling and forecasting. Over the years, I have been lucky enough to work with many dedicated and talented individuals who have achieved some remarkable things with Workforce Management (WFM). Nick Smith shares 5 ways to become a WFM guru. . Download Guru Guide.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

Contact Center Pipeline

MAY 29, 2015

Our top blog post in May focused on an age-old challenge for many contact centers—schedule adherence—and offered tips for creating a culture that promotes good attendance.

Schedule adherence 100

Schedule adherence Contact Center Agent Empowerment Call Center 100

Comm100

DECEMBER 1, 2017

Tip: Designing annual priorities will be unique to each contact center, and may depend on company history, culture, and customer experience goals. Tip: Begin to examine your existing contact center processes. Tip: Pay attention to customer demographics, culture, and feedback when crafting your customer engagement strategy.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. Which agents do they interact with?

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. Which agents do they interact with?

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

teleopti

JULY 15, 2019

Tommy Palomäki at Teleopti explains why it pays to focus on CSR’s (Customer Service Representatives) well-being using automated Workforce Management to inspire and motivate staff. Think about infusing AI into the employee experience – use chatbots that learn from existing data to help people manage their work-life balance.

Gamification 57

Gamification Contact Center Self service Chatbots 57

Kayako

SEPTEMBER 9, 2022

We’ll go over four tips to help you optimize this new conversation with customers. Keep in mind that a fundamental tool to help your agents succeed is providing them with the ability to see the customer’s history all in one place with a tool like Kayako’s Single View. Why Is It Important to Provide Conversational Customer Support?

Customer Service 62

Customer Service Journey mapping Agent Empowerment Customer retention 62

TechSee

MARCH 7, 2019

Deploying the most effective and sustainable VEA would require the integration of multiple technologies, such as interaction guidance, decision support, robotic process automation, workflow optimization and agent career path development. Current approaches to agent empowerment. Episode management. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

SharpenCX

OCTOBER 29, 2019

The surveys do tell managers something about how well the firm is pleasing customers, but somehow employees start thinking the strategy is to maximize survey scores, rather than to deliver a great customer experience.”. The answer lies in your agent-focused metrics. Today, we’re looking at KPIs through the lens of agent experience.

Metrics 64

Metrics Call Center Customer Service Coaching 64