Robert Davis

AUGUST 13, 2019

Davis and Associates to bring modern consulting practices and state-of-the-art omnichannel contact center technology to midsize and enterprise organizations. AUGUST 06, 2019. Bright Pattern , the leading provider of omnichannel contact center software, today announces its partnership with Robert C.

Contact Center 48

Contact Center Consulting Consulting Coaching 48

SharpenCX

APRIL 21, 2020

And while a LinkedIn study from October 2019 found that 82% of workers wished they could work from home at least part of the time: it’s not as easy as it looks. Since you don’t get the chance conversation in the hallway or the opportunity to stop by your agent’s desk to coach them. Working remotely brings unique challenges.

Best practices 76

Best practices Management Coaching Metrics 76

Balto

SEPTEMBER 7, 2022

Leading industry publication, Contact Center Pipeline , conducts an annual survey of contact center operators and team supervisors to gauge the challenges and priorities highlighted within various verticals throughout the year. Larger contact centers are resoundingly hybrid today, with 60% hybrid employees.

Contact Center 52

Contact Center Banking Contact center software Average Handle Time 52

SharpenCX

NOVEMBER 26, 2019

Automate coaching moments and send microlearning lessons to your agents’ queues. Want tools to make coaching easier and less of a time suck? Want tools to make coaching easier and less of a time suck? See Sharpen’s approach to coaching and training. It’ll benefit them, your customers, and your company. We have them.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

Automate coaching moments and send microlearning lessons to your agents’ queues. Want tools to make coaching easier and less of a time suck? Want tools to make coaching easier and less of a time suck? See Sharpen’s approach to coaching and training. It’ll benefit them, your customers, and your company. We have them.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 21, 2019

Contact center leaders, like you, will look to speech analytics to analyze customer sentiment and understand the true intent of customers, so they can tailor service experiences accordingly. Salesforce predicts a 143% jump in the number of organizations that will use AI from March of 2019 through the end of 2020.

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

SharpenCX

MARCH 24, 2020

on the American Customer Satisfaction Index at the end of 2019. Do they need coaching on de-escalating tough conversations with customers? If you don’t have a coaching program in place with your agents, start here. Get real about coaching your agents and see your FCR rates increase. Overall U.S. How do you match up?

industry standards 52

industry standards Metrics Call Center Wait times 52

SharpenCX

OCTOBER 3, 2019

billion in Q1 2019 alone. Spend time to coach and train your employees so they understand how to use the platforms securely. The post Modernizing Your Credit Union: 4 Key Trends to Watch in the Next Year for a Better Member Experience appeared first on Sharpen Contact Center Software.

Banking 64

Banking Contact center software Big data Technology 64

SharpenCX

JANUARY 8, 2020

More than 80% of CX professionals said they were starting or in the middle of a digital transformation project in 2019. Learn how to build a better feedback loop with 29 key takeaways from your call center manager’s guide to coaching. And, the focal point for these transformative moves is improving customer experience.

Contact Center 67

Contact Center Management Feedback Contact center software 67

SharpenCX

OCTOBER 3, 2019

billion in Q1 2019 alone. Spend time to coach and train your employees so they understand how to use the platforms securely. The post Modernizing Your Credit Union: 7 Key Trends to Watch in the Next Year for a Better Member Experience appeared first on Sharpen Contact Center Software.

Banking 52

Banking Contact center software Big data Technology 52