Tethr

JUNE 30, 2021

Here’s a simple three step process to improve the customer experience in your call centers and beyond. Your call center employees are the front line of your company, and a huge factor in how your customers perceive effort. Start by… improving the employee experience.

Customer Experience 72

Customer Experience Agent Empowerment Analytics Call Center 72

Fonolo

JANUARY 14, 2021

Offer a variety of sessions and materials that include roleplay, one-on-one coaching, and even quick tips and one-pagers. That will allow your agents to absorb the information more effectively and approach their role with confidence. Create opportunities for agents to voice their suggestions and concerns.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

SharpenCX

JUNE 30, 2021

And if you use a platform like Sharpen’s , you can pair your omnichannel service with training and coaching all in the same platform. Download Now]: 7 Projects Every VP of Ops Should Take on To Reduce Call Center Service Inefficiencies. Productive coaching and training doesn’t just happen organically. Learn More ].

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Playvox

FEBRUARY 2, 2022

With these building blocks in place, you’re more likely to break the cycle of burnout and transform your contact center into a workplace of choice. Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. Getting Started. There are a number of steps you can take to prevent burnout.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

NICE inContact

APRIL 9, 2019

Businesses monitor call-takers within their contact center for various reasons, including: Service consistency, such as adherence to quality standards or internal policies and procedures. Agent coaching and development. Call recordings contain valuable insight on customer feelings, preferences and more!

Agent Empowerment 55

Agent Empowerment Coaching Contact Center Quality management 55

SharpenCX

MAY 6, 2021

Prioritizing customer satisfaction starts with your call center and ends with higher revenue for your entire organization. Transferring a customer to another department, agent, or supervisor is one of the top issues plaguing your customers’ satisfaction. That’s right. Employee Well-Being.

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

SharpenCX

APRIL 29, 2020

Build in time for agent coaching. To keep your team engaged and performing at their best, your agents need to be coached daily. Because productivity without engagement is another key contributor to agent burnout – the Rube Goldberg Machine of bad outcomes. Coaching builds confidence in your agents.

Coaching 76

Coaching Management Contact Center Morale 76

Tethr

AUGUST 4, 2020

Taking your call center to the next level when it comes to customer service and the overall customer experience is always important. Liberating your voice data, developing your agents and creating CX teams are some of the best ways to get there. Empower your agents.

Coaching 69

Coaching Finance Call Center Enterprise 69

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Talkdesk

MARCH 2, 2018

Agent performance is, itself, a major challenge for contact centers. Even if all the strategic and systemic stars align, there is no guarantee the agents will actually be able to achieve optimal results. Quickly, yet meaningfully connecting with a customer is difficult enough for agents who have the information they need.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

DMG Consulting

SEPTEMBER 16, 2017

It’s standard procedure (and a requirement) to record sales calls, and in many cases both the call and screens are captured. Some recordings are reviewed by a quality management team who evaluate, score, and coach agents on their performance.

Sales 48

Sales Customer Service Contact Center CRM 48

SharpenCX

OCTOBER 29, 2019

Are you putting too much pressure on your agents to move a host of KPIs? Or do you go easy when it comes to call center reporting metrics? Leaders, like you, are in a battle to figure out what to measure and how to keep agents accountable to those metrics. Pressure to meet impossible KPIs pushes agents to burnout.

Metrics 64

Metrics Call Center Customer Service Coaching 64

SharpenCX

NOVEMBER 3, 2020

The call center experience of today’s world can be hostile at best and abusive at its worst. Record number of leaders, like you, are frantically searching Google to find a way to protect the mental health and well-being of their agents. Yet, your agents are still sitting there, taking it all in. The Experience Coach.

Call Center 67

Call Center Agent Empowerment Management Coaching 67