SharpenCX

FEBRUARY 9, 2021

Today, many call center agents manage up to 10 different channels , so it’s no wonder agents feel overworked and customer experience suffers. Download Now] 7 projects every VP of Ops can address to reduce inefficiencies in your contact center. The call center experience we’re used to can be counterproductive.

Call Center 67

Call Center Coaching Scripts Metrics 67

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Find Out the Rest of the Trends: Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Reduction in agent turnover – By matching workload and the workforce, the call center experiences less service level volatility, leading to a more predictable work experience for the agents. Call centers have to constantly work to improve their key performance metrics.

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Call Center Customer Support Customer centricity Contact Center 56

SharpenCX

DECEMBER 2, 2020

Can you easily transfer calls if you need to escalate? How can we improve your training and coaching? Current state, agents surf through an average of 8+ screens per day and it drains their productivity. Update outdated policies, call scripts and processes so your agents have the right resources to help your customers.

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Call Center Customer Service Contact Center Metrics 128