SharpenCX

FEBRUARY 25, 2020

Stress is a reality in the workplace, especially in call centers. Call centers are the front lines. As a call center manager, not only do you deal with high-stress customer situations, but you’re also responsible for team strategy, performance goals, management of budgets, employee satisfaction and coaching.

Call Center 76

Call Center Morale Metrics Abandon rate 76

Fonolo

OCTOBER 10, 2018

Excellent customer service must become a central component of companies’ strategies if they hope to survive and thrive in this digital age. From creative call center strategies, to social listening, to large customer service budgets, there exist a multitude of techniques that will aid brands in continuing to delight consumers.

Customer Service 104

Customer Service Call Center Entertainment Morale 104

SharpenCX

APRIL 29, 2020

Once you have these predictions on deck, you can use WFM tools (like Sharpen + Community WFM ) and additional service-level metrics to figure out how many agents you need to take care of incoming customer needs. Get 29 tips to improve coaching in your contact center. I used to work for a company with high call volume.

Coaching 76

Coaching Management Contact Center Morale 76

BlueOcean

FEBRUARY 25, 2019

You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based media (Netflix, Hulu, and Amazon Prime.)

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116