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. Build in time for agent coaching. Often, WFM will cancel scheduled agent coaching sessions when volume spikes.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

FEBRUARY 25, 2020

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. But reducing call center stress (for you and your agents) matters. The Problem When Stress Creeps in: Disengagement.

Call Center 76

Call Center Morale Metrics Abandon rate 76

JustCall

MARCH 9, 2023

If the customers aren’t satisfied, you can perform a root cause analysis again and discover what is compromising the service levels. Arrange Information or Entertainment for Queued Callers What do your callers do while they wait? Wrapping Up Contact center strategies are only as good as their implementation.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40