BlueOcean
DECEMBER 18, 2023
For most of the history of the contact center industry, the standard for QA has been for a team lead, coach, or supervisor to review and score three contacts per agent per week. Coaches would get to know the agents on their teams. One percent of one percent… at best. These efforts weren’t useless – they were, as noted, the standard.
SharpenCX
FEBRUARY 19, 2020
A grip on the metrics impacting your customer experience, like CSAT, average time on hold, and first call resolution. And with Sharpen Insights (our reporting engine) it’s not. How to Build a Call Center Report. The data engine collects hundreds of data points for building charts, reports and dashboards.
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Nicereply
MARCH 23, 2021
Andrew Spittle – His Twitter bio says Happiness Engineer at Automattic, but that’s being humble. Jeremy Watkin – Director of Customer Experience at First Call Resolution, and founder of the Customer Service Life blog. You can often catch him on the road speaking at conferences, meetups, and events.
JustCall
APRIL 4, 2023
Search Engine Optimization (SEO) Optimizing your website and content for search engines increases your visibility and drives traffic to your site. This can help agents continue to improve their skills and performance and empower the call center to achieve its sales goals effortlessly. <H2>
Callminer
AUGUST 1, 2017
Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.
Serenova
AUGUST 25, 2020
By merging your routing engine, your operations team can take control of task distribution logic. WFM solutions help CX leaders monitor data like wait time, average handle time and first call resolution. Monitor agent calls for coaching opportunities. Supports schedule compliance.
SharpenCX
MARCH 30, 2021
Ask yourself and your leaders questions to get a feel for what you have and what you’re missing with your current reporting engine. Here are a few questions to learn where gaps exist in your CX and call center technology: 1. What does your data tell you about where you need to coach and develop your teams?
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