SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

SharpenCX

NOVEMBER 12, 2019

Only a slim 1% of contact centers think their intelligence strategy is perfect. The rest struggle with siloed data, little customer intelligence, and not enough personalization. Regardless, there’s data-backed proof that growing companies prioritize customer success. Employee Engagement. I get it, though.

Metrics 64

Metrics Best practices Call Center Surveys 64