SharpenCX

JANUARY 21, 2020

A couple of years ago, Tommy Reese, Deloitte’s Contact Center Strategy Manager said , “If you treat the client like gold, then they’ll continue to buy from you and other sales will follow.”. When you treat your customers like a valuable piece of your corporate puzzle they’re going to be more loyal. And what about your agents?

Metrics 76

Metrics Contact Center Abandon rate Coaching 76

SharpenCX

JULY 26, 2023

But perhaps you’re sitting on all of your call center data. It’s time to stop viewing call center metrics as an end result. What is Call Center Data? Call center data is any information that comes from customer interactions in your contact center. It provides deeper insights on customers.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Fonolo

SEPTEMBER 21, 2023

The 4 Most Important Call Center Agent Performance Metrics 1. The customer service industry is evolving and hasn’t looked back. They’re the key to your contact center’s success, and agent satisfaction needs to be at the heart of everything you do. Still, many managers use this back to front.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

NobelBiz

OCTOBER 31, 2023

Enhance your customer strategy with insights from Brad Cleveland, a global authority on customer strategy and management, in this captivating podcast episode: Beyond Transactional: Taking Customer Service to the Next Level. That’s the essence of delivering remarkable experiences.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

NobelBiz

NOVEMBER 27, 2023

If you want to learn more about effective customer information management, and how to choose a platform that suits your exact needs, here’s another article that might interest you: ‘How to Evaluate Call Center Software Vendors for Customer Data Platform Solutions.’

Call Logging 59

Call Logging voip Contact center software CRM 59

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions.

Quality management 52

Quality management Call Center Management Calibration 52

NobelBiz

JUNE 19, 2023

From monitoring agent performance and customer interactions to identifying emerging trends and addressing issues proactively, real-time monitoring is a game-changer. In this blog article, we’ll explore the transformative impact of real-time monitoring in call centers and how it can take customer experiences to new heights.

Call Center 52

Call Center Coaching Contact Center Metrics 52

SharpenCX

NOVEMBER 5, 2019

With each new customer interaction, promoted agent, and churned customer, you learn what works in your customer experience. But if you don’t build call center improvement strategies that put what you find into action, your data is useless. And, 75% of customers think it takes too long to reach a live agent.

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

NobelBiz

APRIL 18, 2023

In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. Also, call center operations managers are crucial in driving hyper efficiency within their organizations.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

SharpenCX

DECEMBER 23, 2019

Turns out, handling customer issues with knowledgeable and friendly service is how you build trust and earn customers for life. That’s why 71% of consumers said employees have a huge impact on their customer experience. Use these 7 agent-first metrics to give your team the performance knowledge they need.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. Your work isn’t over after you carefully harvest info from your customer and agent interactions. It’s time to use it. We’re here to help.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

NobelBiz

FEBRUARY 21, 2023

It is the process of collecting and analyzing data about the performance and operations of a contact center which are utilized to gain insight and identify improvement areas. On one hand, reporting refers to data collection on various metrics, such as customer satisfaction, call volume, agent performance, and other relevant KPIs.

Best practices 52

Best practices Analytics Contact Center Coaching 52

Playvox

FEBRUARY 13, 2023

While traditional quality assurance means evaluating interactions and checking for compliance, QM takes a more holistic approach by going beyond typical contact center metrics and looking at an agent’s behaviors in both subjective and objective ways. But what’s the real value of a loyal customer? of revenue.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

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. Part 1: Identify Your Least Loyal Customers.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. Your work isn’t over after you carefully harvest info from your customer and agent interactions. It’s time to use it. We’re here to help.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. After all, these are the people who connect with dozens of your customers each day and support them with any issues or challenges they may have.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Serenova

MAY 29, 2020

We’ve seen that the organizations that are not only surviving, but beginning to gain the momentum necessary to thrive long-term, have consistently prioritized nine contact center best practices that withstand the test of time—and a global pandemic. Contact Center Best Practices for 2020. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

SharpenCX

MAY 19, 2020

According to research out of McKinsey & Company , engaged and satisfied contact center employees are: 8.5x more likely to feel extremely empowered to resolve customer issues. The Better your Agent Experience, the Better your Customer Experience. Download Now : The Business Impact of AX.

Contact Center 128

Contact Center Brand ambassadors Coaching Metrics 128

Serenova

MAY 29, 2020

We’ve seen that the organizations that are not only surviving, but beginning to gain the momentum necessary to thrive long-term, have consistently prioritized nine contact center best practices that withstand the test of time—and a global pandemic. Contact Center Best Practices for 2020. Every time. The Cloud.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

SharpenCX

FEBRUARY 19, 2020

Customized reports give you: Clear and visible metrics to empower and engage your agents. A grip on the metrics impacting your customer experience, like CSAT, average time on hold, and first call resolution. Then, save it for future use or to include in any custom charts and dashboards you make.

Call Center 76

Call Center Contact Center First call resolution Contact center software 76

SharpenCX

APRIL 29, 2020

Download Now: How to put your contact center data to work for a better customer experience. Good leaders know that simply having agents in their seats doesn’t make for standout customer experiences. To meet the sky-high expectations of today’s customers, agents need to be engaged at work.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

MAY 6, 2020

And more than half of Americans have scrapped a planned purchase because of a poor service experience. Coaching your agents improves the quality of service they provide. When you manage your team by coaching them, you’re showing agents that you’ll listen to them. Many business leaders view the contact center as a cost center.

Contact Center 76

Contact Center Call Center Coaching Agent burnout 76

JustCall

NOVEMBER 25, 2022

Better consumer experiences, they think, begin with AI. Their customer experience solutions that prioritize automation optimize the customers’ most crucial customer service processes. Contact centers may enhance important business metrics across all client touchpoints by utilizing Observe.AI

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

SharpenCX

FEBRUARY 11, 2020

And, the cost of losing loyal customers is not worth it. Customers switching companies due to poor service cost U.S. Customer retention through delivering an excellent customer experience is more important than ever. So, what do customers expect? Use these times to build customer engagement.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Hodusoft

JULY 19, 2023

Improved Reporting and Analytics: Inbound call center software offers comprehensive reporting and analytics capabilities, providing insight into call volume, agent performance, customer satisfaction, and other key metrics. Track key metrics such as call volume, wait time, average handle time, and agent performance.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

NobelBiz

FEBRUARY 13, 2024

The transition from traditional to digital call centers is mainly thanks to the transformative impact of new software. It’s no longer just about handling calls more efficiently; it’s about creating a more tailored and engaging customer experience.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

SharpenCX

NOVEMBER 26, 2019

New research alert: The stats are in – all this talk about “happy employees, happy customers” isn’t fluff. In August, Glassdoor released a decade of research linking employee and customer experience. Yet, 74% of contact center agents are still at risk for burnout. See Sharpen’s approach to coaching and training.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

New research alert: The stats are in – all this talk about “happy employees, happy customers” isn’t fluff. In August, Glassdoor released a decade of research linking employee and customer experience. Yet, 74% of contact center agents are still at risk for burnout. See Sharpen’s approach to coaching and training.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

MAY 20, 2020

Download Now: Apply these 7 methods to your coaching, regardless of where you’re working. What’s the fastest way to tank your customer experience? Let a hard-and-fast focus on metrics cloud your view of what’s important – the people at your company and the people they’re helping. Show empathy.

Management 84

Management Coaching Contact Center Contact center software 84

SharpenCX

FEBRUARY 18, 2020

But, as a contact center manager, the stakes of your own role are high. Execs expect you to balance your department budget, improve customer experience, shrink agent retention, and grow revenue. Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook.

Call Center 84

Call Center Coaching Management Contact Center 84

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

JustCall

OCTOBER 6, 2023

That said, businesses often struggle with delivering consistent support for a positive customer experience. Moreover, according to McKinsey, resources spent on customer experience without securing consistency are ineffective investments. Start by defining such standards and corresponding metrics.

Customer Service 52

Customer Service Benchmark Contact center software Customer Support 52

SharpenCX

APRIL 21, 2020

Download Now: Share these 7 projects with your VP of Ops and ban together to get rid of the uncertainties and inefficiencies in your customer experience. How are we caring for our customers? More than ever before, team KPIs and individual metrics play a vital role. Working remotely brings unique challenges.

Best practices 76

Best practices Management Coaching Metrics 76

NobelBiz

JULY 31, 2023

By ensuring that each customer’s call is treated as paramount, businesses send a clear message: “We value your time and concerns.” By collecting customer information, a queue can quickly match a customer with an agent who can solve their problem.”

Wait times 52

Wait times Telecommunications Call Center CRM 52

NobelBiz

MAY 16, 2023

As contact centers began exploring the cloud-based model more closely, they realized that it could offer far more than just the ability to work from home. Its scalability, flexibility, and cost-effectiveness make it an attractive option for organizations looking to streamline their operations and enhance customer experiences.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

SharpenCX

APRIL 1, 2020

Staying aligned with the overarching business strategy your execs lay out ups the ROI of your contact center and proves the value of you, your supervisors and your agents. Look at your data to ID broken pieces of your customer experience. Let’s say low CSAT scores contribute to high customer churn at your company.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

Noble Systems

MARCH 19, 2021

While many large enterprises still use these on-premise systems, SMB call centers can now take advantage of today’s cloud call center software for small businesses. Cloud Contact Center for SMBs. Clearly, recording is an important part of the SMB call center software platform.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98