Coaching eBook Service level Tools 
SharpenCX
JUNE 23, 2021
Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Service level. Service level is a fundamental metric. Service level helps you dissect the details of your call center.
Playvox
JANUARY 25, 2024
Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. It’s also sometimes referred to as quality assurance.
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Playvox
JANUARY 12, 2023
Diagnosing opportunities for improvement in customer interactions from afar isn’t too complicated, but coaching agents to succeed and recognizing agents when they do well at a distance is a bigger challenge. It’s not just a tool for finding out what’s wrong — it’s also a way to celebrate what’s going right.
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?
SharpenCX
APRIL 8, 2020
Metrics like Service Level, Average Speed of Answer, and Average Handle Time directly impact how interactions flow through your queues. For metrics like Service Level, agents rely on you and your workforce managers to plan for the right interaction volume. Serve coaching opportunities to agents in-queue.
Playvox
DECEMBER 13, 2022
Have you ever struggled to determine what caused an unexpected increase in volume or a decrease in service level? But this is an important component in identifying and resolving issues with volume and service levels. Your service level and other KPIs are affected as well.
SharpenCX
APRIL 16, 2021
When your agents are down in the dumps, your customers get bad service. And, they need the right tools and support from leaders to keep well-being high. Investing in your agents is the only path to better customer service. Use customer and agent data to improve call center performance and deliver better customer service.
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