SharpenCX

APRIL 29, 2020

Workforce management in your contact center is all about finding balance. You balance the needs of your customers with the workload of your agents (and their development). And, you shouldn’t have to worry that running a lean contact center puts agents at risk for burnout and disengagement. Build in time for agent coaching.

Coaching 76

Coaching Management Contact Center Morale 76

Calabrio

FEBRUARY 25, 2025

Sometimes, CX platforms are also referred to as CX management (CXM) software , platforms, or solutions. For instance: A CRM system will track and unify records of interactions to help teams manage relationships throughout the customer lifecycle.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Calabrio

MARCH 5, 2025

Thanks to advances in AI, the latest customer experience analytics tools are enabling businesses to analyze seemingly countless interactions in real time and driving a new level of precision for service, sales, marketing, product management, and beyond. Improved performance management and agent empowerment.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

NICE inContact

DECEMBER 12, 2016

I would argue that the outcome of the customer interaction – specifically the level of effort and the resolution – has very little to do with the agent, and everything to do with the processes and empowerment culture of the contact center. Agents Want to Solve Customer Issues – But Can They? Reflect and move the needle.

Contact Center 74

Contact Center Agent Empowerment Customer Service Finance 74

Outsource Consultants

JANUARY 10, 2025

Optimized Scheduling: Align Staffing with Demand Effective workforce management maintains high productivity levels. Advanced forecasting tools predict call volumes accurately, allowing you to schedule agents accordingly. A Workforce Management (WFM) system uses historical data and predictive analytics to optimize schedules.

Contact Center 67

Contact Center Agent Empowerment Interactive Voice Response outsourcing 67

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. So, how do you create empowered call center agents who can deliver great service day-in and day-out?

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

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. Batting around an alternative. What’s next?

Coaching 74

Coaching Agent Empowerment outsourcing Contact Center 74

Calabrio

OCTOBER 15, 2019

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers.

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

SharpenCX

DECEMBER 30, 2019

Develop better manager-agent relationships. Truth be told, how you manage and coach your team has a massive impact on customer happiness. Because it determines your agents’ empowerment, productivity, and happiness at work. Managers are responsible for 70% of the variance in the employee experience.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

NICE inContact

APRIL 9, 2019

Agent coaching and development. Beyond monitoring agents, many contact centers use QM to gain an understanding of their customer’s experience. For example, data from evaluated calls can be used within a performance improvement process to improve agent development and engagement. Legal and compliance reasons.

Agent Empowerment 55

Agent Empowerment Coaching Contact Center Quality management 55

Tethr

JUNE 30, 2021

Especially in a world where callers are bringing more complicated issues to call center representatives and expecting higher levels of critical thinking and problem-solving skills, it’s essential to focus on agent empowerment. As many of our customers are fond of saying, “You can’t manage what you don’t measure.”

Customer Experience 72

Customer Experience Agent Empowerment Analytics Call Center 72

Balto

DECEMBER 16, 2022

Agent Empowerment. Agent empowerment is one of the top trends in the contact center space for 2023. Empowering your agents means equipping your teams with the tools, trust, information, and freedom they need to make decisions when customers need it the most. Agent Experience.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

CSM Magazine

JULY 14, 2022

Smart resellers are already adding significant value and stickiness to their contact centre deals with innovative workforce engagement management (WEM) solutions and it’s time to join them says Pippa Rhys at Calabrio. Just be sure to check the label: is it true or fake cloud?

Management 59

Management Agent Empowerment Analytics Cloud contact 59

SharpenCX

JUNE 30, 2021

As a contact center manager, much of what you do daily shapes the quality of your service. You likely want to see your agents succeed in their work. And if you use a platform like Sharpen’s , you can pair your omnichannel service with training and coaching all in the same platform. Bottom line? You have a mission to accomplish.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Playvox

FEBRUARY 2, 2022

Most concerning, once burnout sets in with agents, it’s difficult to reverse. While managers can proactively look for the warning signs – such as irritability and impatience – without preventative measures, it’s difficult to reverse burnout once it begins. The Consequences of Agent Burnout. Prevention is key.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Balto

JANUARY 17, 2025

Mastering contact center workforce management in your contact center isn’t just about efficiencyits about creating a positive ripple effect. Having your agents positioned exactly where and when your customers need them leads to faster resolutions, happier interactions, and ultimately, more satisfied customers.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

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. Agent Empowerment and Scheduling: Grant is Calabrio ONE’s AI-enabled virtual assistant who has revolutionised scheduling for agents and managers alike.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Coaching 52

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. Qualtrics Real-Time Agent Assist and Automated Call Summaries are available in private beta today.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. 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. We’re here to help.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

Balto

AUGUST 23, 2024

Balto automatically flags critical moments, giving managers the cue to swoop in and save the day before things go south. Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. With Balto, you can kiss those nail-biting moments goodbye. Still not convinced?

Call Center 52

Call Center Coaching Surveys Contact Center 52

Balto

JANUARY 2, 2025

Call center productivity is the engine of successful call center operations, driven by the efficiency and performance of each call center agent. For managers striving to improve call center performance, the goal isnt just to handle more incoming callsits about creating a seamless experience for both call center agents and customers.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. 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. We’re here to help.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Balto

JANUARY 3, 2025

From key metrics to advanced AI tools, youll discover actionable strategies to elevate both customer and agent outcomes. 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.

Best practices 52

Best practices Call Center First call resolution Coaching 52

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. There is, however, an absolute guarantee that agents will not perform properly in a suboptimal contact center environment.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

teleopti

DECEMBER 2, 2019

Workforce Management is so much more than smarter scheduling and forecasting. Over the years, I have been lucky enough to work with many dedicated and talented individuals who have achieved some remarkable things with Workforce Management (WFM). Nick Smith shares 5 ways to become a WFM guru. .

Coaching 68

Coaching Employee engagement Consulting Consulting 68

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 48

Contact Center Customer centricity Journey mapping Benchmark 48

DMG Consulting

SEPTEMBER 16, 2017

This is a case where one poorly managed organization has hurt an entire industry, as cross-selling is a positive activity when managed properly. Setting the Record Straight: It’s highly unlikely Wells Fargo’s management was unaware of what was happening in their contact centers.

Sales 48

Sales Customer Service Contact Center CRM 48

SharpenCX

OCTOBER 29, 2019

The surveys do tell managers something about how well the firm is pleasing customers, but somehow employees start thinking the strategy is to maximize survey scores, rather than to deliver a great customer experience.”. The answer lies in your agent-focused metrics. Today, we’re looking at KPIs through the lens of agent experience.

Metrics 64

Metrics Call Center Customer Service Coaching 64

Balto

JANUARY 17, 2025

If youre in call center management, you know the grind. Balancing customer satisfaction, agent performance, and operational efficiency isnt just hardit can feel like a game where the rules change daily. What is Call Center Management? Many call center managers start out as agents themselves. Its leadership.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

If youre in call center management, you know the grind. Balancing customer satisfaction, agent performance, and operational efficiency isnt just hardit can feel like a game where the rules change daily. What is Call Center Management? Many call center managers start out as agents themselves. Its leadership.

Best practices 52

Best practices Call Center Metrics Management 52

SharpenCX

NOVEMBER 3, 2020

So, when questions surfaced about how to protect agents, and how to address all the stresses of the (sometimes-maddening) call center experience, I put my optimistic hat on and thought, “let’s talk about it!”. The Experience Coach. The experience coach focuses on individualism. The two management faux pas you need to ditch.

Call Center 67

Call Center Agent Empowerment Management Coaching 67

Calabrio

MARCH 10, 2025

Any effective answer has to begin with contact center quality management (QM). A call center QA scorecard, also known as a customer service scorecard, quality monitoring scorecard, or similar, is a critical tool used to evaluate and measure the performance of call center agents.

Call Center 40

Call Center Coaching Quality management Contact Center 40