SharpenCX

JUNE 3, 2020

My alarm jolted me from my deep sleep – a jarring contrast to the stark silence and black abyss of my dreamless state. I hit the snooze once. Then, when I realized I couldn’t fit in another snooze cycle, I set an alarm. Did I think those 60 seconds would leave me completely rejuvenated?

Customer Experience 84

Customer Experience Agent burnout Contact Center Metrics 84

SharpenCX

APRIL 29, 2020

Workforce management in your contact center is all about finding balance. Plus, you toss in overseeing your contact center budget, too. But you shouldn’t have to sacrifice customer happiness to run a lean contact center. Because modern WFM is shifting. We’re here to help.

Coaching 76

Coaching Management Contact Center Morale 76

Talkdesk

JUNE 7, 2019

Why You Should be Tracking Call Center Shrinkage in 2019 Do you know how many of your scheduled call center agents are actually available to take calls at any given time versus how many are on break, attending team meetings, doing after call work, out sick or late to their shift?

Call Center 46

Call Center Schedule adherence Average Handle Time Contact Center 46

Xaqt

FEBRUARY 6, 2020

Back in the winter of 2005, Jason Kolb (my cofounder and CTO of Latigent) and I penned an article for Business Management magazine titled BI with an IQ. In it, we paint the picture of a utopian contact center in which systems are fully integrated and intelligently automated. technologies were first emerging.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs. “The huge turnover rate of call centers means…” Continuous hiring and training of new agents.

Call Center 140

Call Center call center software outsourcing Coaching 140

Branch Mesenger

APRIL 26, 2018

In today's webinar, we'll explore the current state of the hourly employee and how increasing demands and pressures are making scheduling more difficult. I'm excited to introduce today's guest Andrea Johnson , senior counsel for state policy at the National Women's Law Center. Andrea Johnson: Thank you. I'm excited to be here.

Transportation 74

Transportation Healthcare Education Metrics 74