SharpenCX

JUNE 10, 2021

Unfortunately, even the best call center leaders can’t get rid of the high-stress moments and angry customers agents have to face on the job. But you do have influence over making your contact center a great place to work and motivating your team. Which for many, is the best part of working in a call center.

Morale 67

Morale Call Center Contact Center Coaching 67

aircall

JULY 7, 2021

You might think nurturing customer relationships comes down to anticipating needs and understanding behaviors, but one strategy you need to have at your disposal is thorough call center analytics. . Make your call center more agile. Let’s dive into call center analytics to get started.

Call Center 62

Call Center Analytics Self service Sales 62

SharpenCX

MARCH 30, 2021

Omnichannel strategy. If you’re a contact center leader, you probably hear – and use – these buzzwords all the time. But if you’re like most contact center leaders, you know these buzzwords carry a lot of weight. Data and analytics power your contact center. What’s more? It also reveals weak spots.

Call Center 67

Call Center Technology Customer Experience Contact Center 67

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. Therefore, workforce optimization strategies should be front and center to your business goals.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How are managers delivering coaching?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

SharpenCX

APRIL 16, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Use customer and agent data to improve call center performance and deliver better customer service. Nobody likes coming in last place.

Customer Service 67

Customer Service Construction Coaching Metrics 67

SharpenCX

JUNE 8, 2021

Before you throw your hands up and give up on improving your call center’s customer retention, take a few minutes to read through three actionable customer retention strategies to employ as you start your journey down the roadmap to better customer loyalty. It’s important to have a data-backed strategy to align your future.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

SharpenCX

JUNE 30, 2021

If you’ve not yet implemented omnichannel strategy into your customer experience, now’s the time. And if you use a platform like Sharpen’s , you can pair your omnichannel service with training and coaching all in the same platform. Download Now]: 7 Projects Every VP of Ops Should Take on To Reduce Call Center Service Inefficiencies.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

CX Global Media

OCTOBER 10, 2018

There are people in the contact center industry that have more than persevered, they have thrived and positively impacted thousands of people along the way. Penny Reynolds, co-founder of The Call Center School, is one of those people in the contact center industry. The best practices for selecting frontline leaders.

Coaching 263

Coaching Call Center Contact Center call center professionals 263

CX Global Media

OCTOBER 22, 2018

Explore with Joe the subtle changes that you can make (and ask your agents to commit) which will make your contact center world-class. Strategies to build employee buy-in and ownership. The Leadership style that drives contact center success. The 3 C’s of a successful Contact Center.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

inmoment

MAY 14, 2020

Sure, a company might have a decent understanding of the experience at the call center, but what about the myriad of other touchpoints? It was an interactive online program, using personal coaches and well-known celebrities such as Dr. Oz. Looking for more information about improving the patient experience?

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

SharpenCX

MARCH 4, 2020

This fleeting access to memory is why in-the-moment coaching is so impactful. Download Now: Get real about coaching and training your agents with these 7 techniques. A typical call center coaches and trains agents in a few different ways. Leaders rate agent interactions when they get around to it.

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

Noble Systems

JUNE 2, 2020

For many companies, the role of the contact center in keeping clients happy is increasing, and improving operational efficiency and performance are key goals for contact centers. Contact center management automation can help companies target a number of critical initiatives to overall performance. Determining Your Requirements.

Call Center 80

Call Center Management Contact Center First call resolution 80

SharpenCX

APRIL 8, 2020

Download Now: Use customer data to fuel better customer experience strategies. Research says American consumers spend an average of 13 hours a year waiting in a call queue. So how can you, manager, use call center management best practices to better configure call queues and improve customer outcomes?

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

SharpenCX

JUNE 23, 2021

This guide digs into some of the essential contact center metrics to look out for, so you can pick and choose which ones need your focus. Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

SharpenCX

MARCH 4, 2021

When company leaders want to unlock more revenue or put a nail in the coffin of customer churn, how do you show them the impact of your call center operation? Turns out, only a measly 1% of contact center leaders feel fully confident in their current data strategy. Let’s change that. . Managers (I’m looking at you!)

Analytics 67

Analytics Average Handle Time Management Metrics 67

SharpenCX

FEBRUARY 10, 2021

Because most of the time, your call center system automatically collects and funnels it to your reporting engine. It helps you identify trends and patterns beyond your traditional call center metrics. problematic journeys in your call center. . Interaction data. How do you collect and organize customer data?

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

SharpenCX

NOVEMBER 12, 2019

In fact, she skipped over the playbook of call center metrics best practices entirely. Only a slim 1% of contact centers think their intelligence strategy is perfect. To help tear down the barriers between you and your metrics, we’re sharing out call center metrics best practices on customer happiness.

Metrics 64

Metrics Best practices Call Center Surveys 64

Help Scout

AUGUST 11, 2021

Reading about the tools and techniques that other companies are using to provide excellent experiences helps inform your team and strategy on doing the same. 5 Keys for Coaching CSMs to Have Strategic Customer Conversations. Ebooks around topics like compensation and management. Call Center. Contact Center.

Customer Service 80

Customer Service Coaching Education Best practices 80

SharpenCX

MARCH 24, 2020

Getting benchmark data for your own contact center, then working to improve against those metrics, is crucial to better serving customers. But, it’s important to keep your direct competition in mind when looking at call center metrics & industry standards, too. Overall U.S. Invest in agents who need more training.

industry standards 52

industry standards Metrics Call Center Wait times 52

SharpenCX

MARCH 16, 2021

So he spent countless hours perfecting the best strategies for hiring, training, and keeping successful employees. They call their employees “Cast Members” to remind them that they’re part of a bigger story. You can’t have high expectations without the right amount of support and coaching to go with it.

Customer Experience 84

Customer Experience Feedback Coaching Scripts 84

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. Introduction. Download Free.

Customer Service 49

Customer Service Customer Care Morale Marketing 49

BlueOcean

FEBRUARY 7, 2019

WTA is an actionable coaching point for your agents and relates directly to the customer experience. Also, grab our latest eBook for more insight, Is a Strategic Contact Center Partnership Even Possible? Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy? Contact us here.

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

Comm100

MAY 14, 2018

Let’s explore some employee retention strategies that executives can use and avoid high employee turnover. Minimal Coaching or Feedback. Feedback and coaching shouldn’t be difficult. How do you retain your employees and call center staff? So how do you get new staff to stay? Why do Employees Leave?

Feedback 40

Feedback Coaching Consulting Consulting 40

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it?

Best practices 46

Best practices Contact Center Management outsourcing 46

Noble Systems

MAY 20, 2021

And then you can treat those calls differently, because now your billing department is overwhelmed and they can’t handle all the transactions. Companies can also see what’s really happening on calls in near time. Why are all these calls happening? Ebook: Learn From Every Customer Conversation.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

Comm100

FEBRUARY 16, 2018

Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition. Recommended for you: Is Your Contact Center Ready for the New Year? Recommended for you: [eBook] Improve Your Customer Experience: An Action Plan for CX Success.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40