2019, Agent burnout and Contact center software

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2019

Agent burnout

Contact center software

Meet Customer Needs Without Overwhelming Your Agents: 6 Workforce Management Strategies to Engage your Team and Still Surpass High Customer Expectations

SharpenCX

APRIL 29, 2020

What happened in May of 2019, and how did volume compare with April and June of 2019? In May of 2019, you handled an average of 2000 interactions per day. But during the average month in 2019, not peak season, you typically handled 1000 interactions per day. When did it pick back up again?

Coaching

Coaching Management Contact Center Morale

What is Call Center Performance Management?

Talkdesk

JULY 16, 2019

Performance Management and Customer Experience Call center agents, like retail workers, are on the frontline of customer interactions, and often face frustrated or angry consumers who are upset about a situation and place the blame firmly on the person in front of them. The post What is Call Center Performance Management?

Call Center

Call Center Management Average Handle Time Schedule adherence

Customer Contact Central

Meet Customer Needs Without Overwhelming Your Agents: 6 Workforce Management Strategies to Engage your Team and Still Surpass High Customer Expectations

What is Call Center Performance Management?

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