SharpenCX

OCTOBER 8, 2019

Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. Ask yourself: Are agents sticking to internal processes and procedures (with wiggle room, of course)?

Coaching 59

Coaching Average Handle Time Customer Experience Customer Service 59

Contact Center Pipeline

MAY 18, 2017

If you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. Although the brand is a worldwide leader in TV sales, until recently, it remained relatively unknown in the United States. In 2014, TCL’s leadership team made a commitment to change that. Their goal: To become the No. 3 TV brand […].

Average Handle Time 124

Average Handle Time Sales Agent Empowerment Customer advocacy 124

SharpenCX

OCTOBER 8, 2019

Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. Ask yourself: Are agents sticking to internal processes and procedures (with wiggle room, of course)?

Coaching 52

Coaching Average Handle Time Customer Experience Customer Service 52

CSM Magazine

NOVEMBER 3, 2023

Ganpath Thanumoorthy, Senior Vice President and Head of Customer Experience at Firstsource , explains what operations leaders need to know to grasp the opportunity behind the buzzword – and reap the benefits of early adoption. This is hugely significant because it means that your customers won’t just get faster responses.

Customer Service 52

Customer Service Agent Empowerment Average Handle Time Healthcare 52

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Balto

JANUARY 2, 2025

A call center’s productivity becomes a transformative force when it aligns with customer expectations, agent empowerment, and operational excellence. Ensures consistent service quality across teams, reducing variability in customer experiences. But single metrics cant tell the full story.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

Balto

JANUARY 18, 2025

Call centers, a critical touchpoint for many organizations, must adapt to changing customer expectations, technological advancements, and industry trends. To thrive in this dynamic environment, it’s essential to implement effective strategies that balance operational efficiency with exceptional customer experiences.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Call centers, a critical touchpoint for many organizations, must adapt to changing customer expectations, technological advancements, and industry trends. To thrive in this dynamic environment, it’s essential to implement effective strategies that balance operational efficiency with exceptional customer experiences.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 3, 2025

When implemented strategically, call monitoring becomes a growth engine that drives customer satisfaction, boosts agent performance, and aligns customer experience with broader business goals. Instead, metrics should paint a holistic picture of customer experience and operational success.

Best practices 52

Best practices Call Center First call resolution Coaching 52

SharpenCX

OCTOBER 29, 2019

Leaders, like you, are in a battle to figure out what to measure and how to keep agents accountable to those metrics. And then, you’re left scratching your heads on how to put them into action so you can actually create a better customer experience. Or, they’ll pay too much attention to numbers instead of customer needs.

Metrics 64

Metrics Call Center Customer Service Coaching 64

Calabrio

MARCH 10, 2025

Analytics Call Center QA Scorecards: 7 Tips for Quality Assurance and CX Excellence Share When 75% of customers report that theyre willing to spend more with businesses that offer a good customer experience, many contact center operators might respond with surprise. 3 out of every 4 consumers is a huge proportion, after all.

Call Center 40

Call Center Coaching Quality management Contact Center 40