Calabrio

MARCH 25, 2025

This is where modern contact centers are turning to cutting-edge solutions, including AI, to deliver real-time performance tracking and more actionable coaching. Effectively evaluating and enhancing agent performance ensures a consistent delivery of high-quality service, leading to improved customer experiences and increased retention.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

SharpenCX

FEBRUARY 11, 2020

And, the cost of losing loyal customers is not worth it. Customers switching companies due to poor service cost U.S. Customer retention through delivering an excellent customer experience is more important than ever. So, what do customers expect? Where would you be without your agents in the first place?

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Playvox

JULY 31, 2023

Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have to get involved in manual, immediate, repetitive, and cumbersome tasks like leave approval and shift swaps. Understaffing can cause employee burnout , which, in turn, can increase sick days and attrition.

Self service 85

Self service Management Contact Center Coaching 85

Balto

JANUARY 18, 2025

Its about creating a customer journey that feels personal, professional, and effortless. A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. Todays call center operates in layers: Frontline Agents Handling inbound and outbound calls, emails, and chats.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Its about creating a customer journey that feels personal, professional, and effortless. A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. Todays call center operates in layers: Frontline Agents Handling inbound and outbound calls, emails, and chats.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

NOVEMBER 2, 2023

Technology plays a key role here – by integrating different solutions, contact centers can seamlessly handle multichannel interactions, as well as collect and analyze data efficiently, all while ensuring that their agents’ efforts are directed efficiently while technology automates redundant tasks for them.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Balto

JANUARY 14, 2025

Demographic Clustering : Groups customers by age, location, or income. Example Use Case : A telecom provider segmented customers into price-sensitive and value-driven groups, allowing targeted offers. This personalization increased customer retention by 18%. Lets explore some of the most transformative trends.

Call Center 52

Call Center Analytics Average Handle Time Big data 52