SharpenCX

FEBRUARY 11, 2020

Where would you be without your agents in the first place? It’s vital that you know where your team’s strengths and weaknesses lie, so you know how to coach to better performance. Use the DISC Assessment or the StrengthsFinder Test to identify how your agents thrive and collaborate. Tip #3: Coaching for a Better Team.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Balto

JANUARY 21, 2025

How to Improve CSAT: Empower agents with real-time tools to resolve customer issues efficiently during the first interaction. Gather customer feedback consistently to understand trends and coach agents on areas that need improvement. Compare them against industry standards. Set realistic improvement goals.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

How to Improve CSAT: Empower agents with real-time tools to resolve customer issues efficiently during the first interaction. Gather customer feedback consistently to understand trends and coach agents on areas that need improvement. Compare them against industry standards. Set realistic improvement goals.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Hodusoft

AUGUST 9, 2023

With so many customers valuing first-call resolution ( FCR ), the industry standard of 75 percent feels inadequate. This ensures adherence to quality standards and provides opportunities for targeted coaching and training to improve performance.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52