SharpenCX

APRIL 29, 2020

And, look to your year-over-year metrics for added guidance, too. 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. Coaching builds confidence in your agents.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

MARCH 18, 2020

FlexJobs found that of the companies that allow remote work, 85% increased productivity, 90% improved employee morale, and 77% reduced operating costs. And while they work, focus on outcomes over metrics. And, it’s how you’ll keep work-life balance and morale high for your agents. This comes from a fear of failure.

Call Center 94

Call Center Morale Coaching Cloud contact 94

NobelBiz

JULY 31, 2023

When customers feel informed and entertained, their perceived wait time reduces, leading to enhanced satisfaction levels. 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.

Wait times 52

Wait times Telecommunications Call Center CRM 52

SharpenCX

FEBRUARY 25, 2020

And, this hurts you, team morale, and your customers. How are you supposed to make sense of the relationship between these metrics? So cluttered, ultra-detailed reports actually bring less clarity to what’s happening in your contact center. If you dictate your metrics, or leadership does, you could add to existing stress.

Call Center 76

Call Center Morale Metrics Abandon rate 76