SharpenCX

APRIL 29, 2020

Pair historical data with recent data trends from your real-time numbers. Factor in current business trends, new product or service releases and the net new customer forecasts for each quarter. To keep your team engaged and performing at their best, your agents need to be coached daily.

Coaching 76

Coaching Management Contact Center Morale 76

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. Formula: Strategies for Strong Service Levels: Align staffing with forecasted call volumes.

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. Empower agents with tools that provide answers in real time to avoid escalations.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Talkdesk

JULY 16, 2019

Performance Management and Customer Experience Call center agents, like retail workers, are on the frontline of customer interactions, and often face frustrated or angry consumers who are upset about a situation and place the blame firmly on the person in front of them.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

SharpenCX

FEBRUARY 11, 2020

Download Now: See what Frost & Sullivan marked as the most important trends impacting contact centers. Let’s consider the cost good and bad service can have on your company. American Express found that consumers will pay 17% more to purchase from a company with a reputation for great service. Are you ready to meet them?

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Leaders must set the tone for everyone else to follow.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Playvox

APRIL 6, 2023

If too many people are scheduled, you’ll see downtime between interactions, lower occupancy rates, and lower employee productivity for the agents. If not enough people are scheduled, you will often see agent burnout due to minimal breaks between interactions, a higher-than-ideal occupancy rate, and higher overtime costs.

Management 54

Management Contact Center Best practices Agent burnout 54

NobelBiz

JUNE 4, 2024

In this comprehensive guide, we’ll dive into the nuances of customer service in call centers, exploring everything from the evolution of call centers to the latest trends and best practices. This scalability ensures that businesses can maintain high service levels during peak periods without overstaffing during slower times.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

Playvox

MAY 25, 2023

In this post, we’ll explore several trends that are driving this growth and are influencing contact center leaders’ decision-making. Workforce management (WFM) is a process that maximizes performance levels and competency for an organization. As a result, organizations have adopted agile, efficient, and scalable cloud-based tools.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Balto

JANUARY 14, 2025

Types of Call Center Analytics and Applications Descriptive Analytics: Summarizes past performance to identify trends and patterns. By aligning staffing levels with predicted demand, they improved service levels during Black Friday by 25%. Performance Trends: Analyze declining metrics as potential indicators of burnout.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Noble Systems

OCTOBER 21, 2020

Keeping agents and customers satisfied is critical in today’s fast-paced environments. An ACD that helps you automate tasks can reduce agent burnout, free resources for more complex tasks, and provide faster service for customers. Aid agents during their calls. Manage team schedules to meet service level targets.

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57

Fonolo

FEBRUARY 19, 2019

AI is Not Reducing Call Center Agent Employment. Chat, Messaging, and Customer Service. One of the biggest trends in customer service is the use of text-based channels for communicating with agents. Some highlights: Contact Centers Focusing Less on 80/20 Service Level. Customer Service Lexicon.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

Calabrio

MARCH 7, 2025

Improve service levels SLAs are critical for measuring and maintaining service quality. By predicting call volumes and customer demand with precision, you can ensure that your team is prepared to handle the incoming workload, maintaining consistent service delivery. But why is getting that prediction right so crucial?

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52