SharpenCX

APRIL 29, 2020

Instead of locking agents down and not letting them attend, managers worked with agents to create a plan for who would attend which all-company events. We’d always have a handful of agents and supervisors present who could go back and report important messages to the team. Plan for downtime, ahead of time.

Coaching 76

Coaching Management Contact Center Morale 76

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

Project 3: Support Your Agents Professionally and Personally. Consider your third major project a catch-all project to boost agent empowerment and engagement in your contact center. Want some inspiration to improve your contact center motivation and morale? Be present and be involved in the daily lives of your employees.

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. Complex customer issues Complex customer issues present significant challenges to achieving high FCR rates. Complex issues require specialized knowledge or skills that not all agents possess. Leverage customer feedback and data analytics.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

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. Current approaches to agent empowerment. These tools all currently exist but cannot be found as a single off-the-shelf product. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

SharpenCX

NOVEMBER 3, 2020

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. In a fast-paced environment that’s always changing, you have to go the extra mile to build trust and empowerment with your team.

Call Center 67

Call Center Agent Empowerment Management Coaching 67