Remove Coaching Remove Entertainment Remove Morale Remove Service level
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Meet Customer Needs Without Overwhelming Your Agents: 6 Workforce Management Strategies to Engage your Team and Still Surpass High Customer Expectations

SharpenCX

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.

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Do your Reports Spark Joy? Tidy up your Reports to Reduce Call Center Stress and Boost Agent Engagement

SharpenCX

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. And, this hurts you, team morale, and your customers. I’m sure some days you’ll do just about anything to get a breath in.

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Empowering Your Team to Deliver Kick-Ass Customer Experience

BlueOcean

You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based media (Netflix, Hulu, and Amazon Prime.)