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

3CLogic

AUGUST 3, 2021

To keep up with the digital competition and deliver an exceptional customer experience , contact centers must reduce their caller’s average time in queue. Failing to do so could result in a series of business challenges including lost sales, diminished customer loyalty, and damaged employee morale.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

NobelBiz

JULY 31, 2023

With the right call queuing system in place, you’ll witness improved call handling, reduced wait times, and heightened agent productivity. This indispensable process optimizes agent availability, reduces wait times, and crafts engaging on-hold experiences. The result?

Wait times 52

Wait times Telecommunications Call Center CRM 52

SharpenCX

DECEMBER 4, 2019

One where your employee morale lives at the heart of your business. And, it means, your attention as a manager is pulled from coaching and training for deeper knowledge to recruiting and onboarding. Reduced wait times. Agent-first contact center platforms can reduce customer wait times up to 90 percent.

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

SharpenCX

DECEMBER 30, 2019

Truth be told, how you manage and coach your team has a massive impact on customer happiness. Internally, it breaks down team morale. What’s the real cost of agent turnover in your contact center? Reduce your wait times. Develop better manager-agent relationships. I know what you’re thinking.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

NobelBiz

APRIL 18, 2022

Aside from monetary compensation, recognition must be obtained through other ways, such as support, coaching, and training, which will help the agents to develop and advance within the firm. Computer Telephony Integration (CTI) Computer Telephony Integration (CTI) enables contact center agents to access all consumer information automatically.

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

NobelBiz

AUGUST 14, 2023

By employing advanced algorithms to differentiate between live answers and voicemail recordings, this technology enables agents to focus their efforts solely on engaging with customers in real-time conversations. Outcomes: The immediate result is clear – a drastic reduction in wasted time for agents and an uptick in efficiency metrics.

Contact center software 52

Contact center software Call Center Contact Center Coaching 52