Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Calabrio

MARCH 5, 2025

Improved performance management and agent empowerment. In the process, they equip leaders to identify skill gaps, deliver targeted coaching, and develop effective ongoing training programs. GenAI detects sentiments like anger and frustration to uncover reasons behind a call with a 1-star rating or a product return.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 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. In fact, there’s a 1:1 correlation between CSAT and First Call Resolution.

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

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

Balto

JANUARY 3, 2025

Core Metrics to Include in Your Framework Here are some essential metrics to consider: First-Call Resolution (FCR) : Measures how often customer issues are resolved in a single interaction. Higher FCR correlates with improved satisfaction and lower repeat calls. How will success be measured?

Best practices 52

Best practices Call Center First call resolution Coaching 52

Balto

JANUARY 17, 2025

In an omnichannel contact center, its crucial to allocate more agents to channels that anticipate higher activity levels, such as chat during peak sales events or phone support after a product release. Adopting skill-based agent scheduling also means that youll need to fine-tune your coaching and training strategies.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

Balto

JANUARY 18, 2025

The modern call center blends AI, automation, and human touchpoints in ways that didnt exist five years ago. 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. Its an ecosystem.

Best practices 52

Best practices Call Center Metrics Management 52