Playvox

DECEMBER 21, 2022

Fortunately, there are solutions to help address your concerns, and we’ve got some suggestions for the best contact center software for remote workers. Agents who felt their contact centers were handling remote work well told us they appreciated: Clear expectations. Connection through tools like Slack.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

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

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. And, they cram months (and months) of feedback into a single coaching session.

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

SharpenCX

DECEMBER 23, 2019

Give your agents the data, tools, and development they need to be knowledgeable experts for your customers. Coach and train them in-line and on-time, right after their interactions. Coaching your agents to empowerment means they’ll be ready to find unique resolutions for customers.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

Playvox

OCTOBER 18, 2022

Offering remote work has a big impact on agent retention and recruiting: 41% of managers say a work-from-home option has reduced resignations, and 49% say they use it as a recruitment tool. Sixty-four percent (64%) say their customer service center has been extremely or very successful in supporting remote agents. Philip A.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

SharpenCX

JUNE 8, 2021

Set up actions in your contact center software that trigger specific follow up questions to prompt your customers to fill out a survey after an interaction. Download Now]: Use the data that already lives in your software to create strong customer experience strategies. SMART goals are fantastic coaching tools.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

SharpenCX

APRIL 8, 2020

After all, 73% of customers prefer to reach for self-service tools before contacting you. Rather than dedicating a few agents to email interactions and barring a few others from using chat, coach agents on best practices to handle each channel. Serve coaching opportunities to agents in-queue. Get the ebook.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84