Call Center Call center experience Coaching Feedback 
NobelBiz
MARCH 19, 2024
Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Table of Contents What is a Call Center Dashboard?
Outsource Consultants
APRIL 11, 2023
Part of working in the call center industry is being up-to-date on new technology that improves customer service. When planning goes awry, call centers experience frustrated agents and metric dips as employees learn the ropes. Make a Plan for Training and Implementation Making a coaching plan seems obvious, right?
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Tethr
FEBRUARY 13, 2020
If so, you probably either have experience managing call center agents or you are one. Deloitte Consulting’s study on contact centers found that large call centers with more than 500 agents experience turnover rates of 50 percent or higher annually. The cycle of call rep churn is vicious.
Talkdesk
JUNE 27, 2016
Many call centers implement rigorous training programs as part of the onboarding process for newly hired agents. Once agents are able to start picking up calls, supervisors often engage in live coaching sessions where they actively advise agents during phone calls. Some of these challenges include: 1.
SharpenCX
NOVEMBER 3, 2020
The call center experience of today’s world can be hostile at best and abusive at its worst. 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!”.
SharpenCX
DECEMBER 2, 2020
With financial losses of such scale on the line, the stakes have never been higher to deliver good customer service in your call center. But it’s also never been easier to find the information you need, implement the right tools, and make incremental improvements that drive real change in your call center.
Serenova
OCTOBER 7, 2020
Coronavirus has officially kicked the work from home (WFH) trend into a permanent reality — and the call center is no exception. At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status.
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