Customer Service Life

DECEMBER 15, 2017

Like other KPIs, this is a metric that’s tracked and improved upon from the organizational level all the way down to each individual agent. The idea is that through consistent monitoring and coaching, agents will improve these scores and the quality of their customer service over time. What’s next?

Coaching 74

Coaching Agent Empowerment outsourcing Contact Center 74

Calabrio

FEBRUARY 25, 2025

The Benefits of a Customer Experience Platform Even though they might ultimately do so in various ways, CX management platforms can play a critical role for todays businesses, delivering an array of important benefits in customer service, marketing, sales, and beyond.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Global Response

AUGUST 7, 2023

What does empowerment look like when it comes to their role? Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer service and customer satisfaction. We’ll show you how in this article.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

Outsource Consultants

JANUARY 10, 2025

Contact center productivity is the backbone of exceptional customer service. These virtual assistants handle routine inquiries, freeing up human agents for more complex tasks. 34% of consumers find AI chatbots helpful in customer service, though 43% believe there is still room for improvement.

Contact Center 67

Contact Center Agent Empowerment Interactive Voice Response outsourcing 67

SharpenCX

DECEMBER 30, 2019

You form new strategies or tailor your old ones to the new expectations of customers. But through it all, one question remains the same: Do you know how to keep customers happy? Turns out, much of that happiness comes from the service you deliver. And, another 76% think customers are smarter and more informed, too.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

Calabrio

OCTOBER 15, 2019

Idaho Central continuously improves frontline engagement and performance and encourages agent empowerment—all backed by Calabrio’s integrated workforce management (WFM) platform. Using Calabrio Analytics and Sentiment Analysis, Radial identified phrases for and tuned two customer advocacy categories: “advocacy” and “powerless to help.”

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

SharpenCX

NOVEMBER 3, 2020

You’re actively involved with your agents rather than operating hands-off. The Experience Coach. The experience coach focuses on individualism. You know that providing relevant feedback often will improve your agents’ well-being and your customer satisfaction. The Democratic Leader. Adapt as you go.

Call Center 67

Call Center Agent Empowerment Management Coaching 67

Calabrio

MARCH 5, 2025

By collecting direct and indirect insights into customer behaviorwhether its related to customer service experiences in the contact center or pain points elsewhere in their journeybusinesses can uncover insights that help them better cater to customer needs and improve their overall experience.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

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

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

Calabrio

FEBRUARY 25, 2025

Emphasis on agent empowerment: Features like mobile self-scheduling, automated quality management, and intuitive AI-powered BI tools empower agents, boosting engagement and job satisfaction. Genesys Genesys is a prominent CCaaS provider with a strong presence in the world of customer service and experience management.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

SharpenCX

MAY 6, 2021

Transferring a customer to another department, agent, or supervisor is one of the top issues plaguing your customers’ satisfaction. Customers cited a lack of agent empowerment as one of their main sources of customer rage in 2020. That’s right.

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Preventing Agent Burnout. ENJOYING THIS ARTICLE?

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

CSM Magazine

OCTOBER 4, 2022

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers. Real-Time Agent Assist. Automated Call Summaries .

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

DMG Consulting

SEPTEMBER 16, 2017

Should Customer Service be a Sales Channel? Some recordings are reviewed by a quality management team who evaluate, score, and coach agents on their performance. And agents surely participated in training courses where they were instructed in how to improve their sales skills. Monthly DMG Newsletter.

Sales 48

Sales Customer Service Contact Center CRM 48

CSM Magazine

JUNE 22, 2023

Agent Empowerment and Scheduling: Grant is Calabrio ONE’s AI-enabled virtual assistant who has revolutionised scheduling for agents and managers alike. Grant liberates agents from mundane tasks empowering them to maximise their time.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Coaching 52

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. Disperse skills with the CX dream team.

Coaching 69

Coaching Finance Call Center Enterprise 69

CSM Magazine

JULY 14, 2022

Customer loyalty is changing – there is no doubt that customer attitudes have altered. Customers now expect a seamless experience with more than 75% quoting consistent customer experiences and customer service will improve the likelihood of them doing business with a brand.

Management 59

Management Agent Empowerment Analytics Cloud contact 59

Balto

AUGUST 23, 2024

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Side-Screen Guidance: Agents receive guidance directly on their screens, ensuring they stay on track during interactions. Key Highlights: AI-driven Insights: Convin.ai Seamless Integration: Convin.ai

Call Center 52

Call Center Coaching Surveys Contact Center 52

Balto

JANUARY 3, 2025

Live call center monitoring tools for agents & managers The Evolution of Call Center Monitoring In the ever-demanding world of call center operations, the stakes have never been higher. Customers today expect excellent customer service at every touchpoint, from phone calls to social media interactions.

Best practices 52

Best practices Call Center First call resolution Coaching 52

teleopti

DECEMBER 2, 2019

Based on the insights of Calabrio/Teleopti’s customer community combined with our first-hand experience of guiding organizations through the often-complicated maze of scheduling and forecasting, here is an insider’s guide to making the most of your WFM technology. . 5 ways to become a WFM guru. Get to know your people.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

Balto

JANUARY 18, 2025

Todays call center operates in layers: Frontline Agents Handling inbound and outbound calls, emails, and chats. Supervisors Monitoring performance and coaching agents in real-time. Workforce Management (WFM) Forecasting, scheduling, and making sure the right number of agents are on hand during peak hours.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Todays call center operates in layers: Frontline Agents Handling inbound and outbound calls, emails, and chats. Supervisors Monitoring performance and coaching agents in real-time. Workforce Management (WFM) Forecasting, scheduling, and making sure the right number of agents are on hand during peak hours.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 2, 2025

From optimizing call center agent performance metrics to empowering call center managers, this guide breaks down how to achieve operational excellence while keeping your team engaged and motivated. A call center employee seated at a desk wearing a headset, while receiving coaching from a manager standing next to the desk.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

Comm100

DECEMBER 1, 2017

For 48% of businesses, improving agent training and coaching is the number one strategy for creating a better agent experience in 2018. Companies across the board believe that greater empowerment makes for a greater agent experience. Improved training doesn’t only help agents: It helps customers as well.

Contact Center 58

Contact Center Customer centricity Journey mapping Benchmark 58

Balto

JANUARY 17, 2025

With workforce management, you will: Exceed Your Customers Expectations Without proper workforce management, meeting your customers expectations is almost impossible. Heres the thing: customers in this day and age care more about great customer service experiences than ever.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

SharpenCX

OCTOBER 29, 2019

The answer lies in your agent-focused metrics. A recent Google search escapade led us to a common question managers, like you, are asking: What KPIs would you use to rate your customer service agents? What KPIs would you use to rate your customer service agents? Training Investment per Agent.

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