Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. That’s the power of multi-tenant contact center software for BPOs! What is Multi-tenant Contact Center Software? Imagine an office building called the contact center.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

SharpenCX

MAY 6, 2020

And, when you coach often to bring clarity to goals, expectations and performance, agents know where to improve. Workforce optimization & engagement leads to higher productivity that drives money-saving metrics. Many business leaders view the contact center as a cost center. And, they enjoy doing it.

Contact Center 76

Contact Center Call Center Coaching Agent burnout 76

SharpenCX

APRIL 1, 2020

With objectives set, your agents have more manageable metrics and outcomes to impact. Assign KPIs and metrics to track goals – and check on progress often. When agents can’t measure progress toward their objectives and goals, productivity stalls and performance plateaus.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

SharpenCX

APRIL 29, 2020

And, look to your year-over-year metrics for added guidance, too. Once you have these predictions on deck, you can use WFM tools (like Sharpen + Community WFM ) and additional service-level metrics to figure out how many agents you need to take care of incoming customer needs. Coaching builds confidence in your agents.

Coaching 76

Coaching Management Contact Center Morale 76

Talkdesk

JULY 16, 2019

In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. Contact center agents may also take issue with the performance metrics being used to assess them.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

SharpenCX

FEBRUARY 11, 2020

Digital tools provide a greater level of sophistication to analyze your agents. With upgraded reporting, you can see how agents perform compared to industry standards and your past track record. With metrics and KPIs, you set the bar for performance across your contact center.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Balto

NOVEMBER 2, 2023

These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels. For example, using AI to automate mundane tasks can significantly free up your agents’ time, which can help your agents stay motivated and reduce agent burnout.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52