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

SharpenCX

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. To keep your team engaged and performing at their best, your agents need to be coached daily.

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This is our 1000th Post! A Look Back at Our Greatest Hits

Fonolo

Some highlights: Contact Centers Focusing Less on 80/20 Service Level. Customer Service Lexicon. The migration of call centers from on-premise equipment to cloud services has been one of the mega-trends of the past decade. Why You Should Empower Your Customer Service Team. 4 Pitfalls When Measuring Occupancy Rate.