SharpenCX

JULY 23, 2020

Agent job satisfaction is central to your other primary metrics in your call center. AX is positively correlated with customer satisfaction and negatively associated with absenteeism and turnover, meaning that absenteeism and turnover go down as agent job satisfaction goes up. It has potential to drive everything else.

Contact Center 101

Contact Center Call Center At home agents Education 101

Insite Managed Solutions

MAY 23, 2013

Home Agents: Cloud and IP telephony developments have given rise to the virtual call center, and 41% of enterprise contact centers plan on employing work-at-home agents in the near future. 2017-11-22T14:53:16+00:00. 2017-11-22T14:39:22+00:00. 2017-09-25T14:57:12+00:00. 2017-09-28T14:14:01+00:00.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. These tools can be used to manage agents by pinpointing important moments in calls that can be addressed during coaching sessions.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40