Fonolo

SEPTEMBER 21, 2023

They’re the key to your contact center’s success, and agent satisfaction needs to be at the heart of everything you do. Customer Satisfaction (CSAT) Customer satisfaction is, of course, the reason we’re all here. Plus, it shows them that their employer is willing to invest in them, which is always great for morale.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

NobelBiz

JUNE 5, 2023

This means that call center agents need to make multiple calls before they can even start the sales process. Or course, there are different types of lead generation that typically fall into two main categories: Outbound lead generation which generally include direct mail, advertising, cold calling and email marketing.

Call Center 52

Call Center Scripts CRM Contact Center 52

NobelBiz

JULY 31, 2023

Balancing Workloads In dynamic call center environments, workload imbalances can lead to inefficiencies. This not only boosts agent morale but also ensures consistent service quality levels. Call queuing systems dynamically distribute calls, ensuring no agent is overwhelmed while others are idle.

Wait times 52

Wait times Telecommunications Call Center CRM 52

SharpenCX

MAY 5, 2020

Each job I’ve had of course has its pros and cons. If you hold agents to a standard they believe they can’t affect, morale and engagement decline rapidly. As a young professional, I’m still discovering my career path. I’m always evaluating whether the work I’m doing is setting me up for success long term. Do I like my work?

Contact Center 90

Contact Center Customer Service Coaching Metrics 90

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. Brad is also the author of Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results.

Call Center 52

Call Center Coaching Contact Center Metrics 52

SharpenCX

MARCH 3, 2020

When onboarding new employees at Zappos , they offer a five-week course focused on the culture and values of the company. Rallying your team around a common purpose is good for morale (and good for business). Don’t — Put off adding your call center agents to your software. Those benefits have company-wide ramifications!

Contact Center 86

Contact Center Coaching Call Center call center software 86

SharpenCX

OCTOBER 8, 2019

According to contact center leaders , empowering an agent to offer custom or unique resolutions to customers has the biggest impact on a positive experience. When agents know how they’re tracking towards goals, they can shift mid-course to offer customers better outcomes. Quality Operations. Advocacy, Brand Reputation.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59