SharpenCX

DECEMBER 30, 2019

You form new strategies or tailor your old ones to the new expectations of customers. 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. Customers want you to meet them where they are.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

Calabrio

FEBRUARY 25, 2025

This granular understanding allows businesses to proactively address negative experiences, capitalize on positive feedback, and tailor agent coaching to improve future interactions. Agent Coaching and Performance Management: Get automated insights into agent performance, identify training needs, and personalize coaching.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Calabrio

MARCH 5, 2025

Interpretation and Action: Driving CX Improvements with Actionable Insights The true power of customer experience analytics lies in its ability to translate this analyzed data into actionable strategies. Improved performance management and agent empowerment.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

SharpenCX

JUNE 30, 2021

If you’ve not yet implemented omnichannel strategy into your customer experience, now’s the time. And if you use a platform like Sharpen’s , you can pair your omnichannel service with training and coaching all in the same platform. Project 2: Create a Compelling Coaching and Training Program (& Make Use of These Resources!).

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Playvox

FEBRUARY 2, 2022

We’ll guide you on the journey to becoming a workplace of choice by helping you understand: the root causes of call center agent burnout the benefits of overcoming burnout the right steps and strategies to improve agent performance. Preventing Agent Burnout. There are a number of steps you can take to prevent burnout.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

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. And, we’re dishing out tactics and strategies to put the data to use for a better CX. And, get specific with your agent coaching and training.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

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. And, we’re dishing out tactics and strategies to put the data to use for a better CX. And, get specific with your agent coaching and training.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

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

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

Balto

JANUARY 17, 2025

Balancing customer satisfaction, agent performance, and operational efficiency isnt just hardit can feel like a game where the rules change daily. Monitoring call center performance metrics is crucial for ensuring smooth customer interactions and motivated agents. Supervisors Monitoring performance and coaching agents in real-time.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

Balancing customer satisfaction, agent performance, and operational efficiency isnt just hardit can feel like a game where the rules change daily. Monitoring call center performance metrics is crucial for ensuring smooth customer interactions and motivated agents. Supervisors Monitoring performance and coaching agents in real-time.

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

CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. Organizations Want to Improve the Voice of their Customer Strategy. Improving the Agent Experience: Examining Strategies.

Contact Center 57

Contact Center Customer centricity Journey mapping Benchmark 57

Balto

JANUARY 17, 2025

In this guide, well break down what contact center workforce management truly means, why its a critical part of your operations, and share practical tips to help you level up your strategy. Ready to create a winning WFM strategy? This data forms the foundation of your forecasting strategy. Start with these key steps.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

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.”. Coach and train your agents for empowerment to improve your customers’ satisfaction. Quality Assurance.

Metrics 64

Metrics Call Center Customer Service Coaching 64

Calabrio

MARCH 10, 2025

Essentially, a QA scorecard template outlines specific criteria and metrics, such as call handling, communication skills, product knowledge, and adherence to procedures, which are used to score agent performance. This granular data enables targeted coaching and training, addressing individual needs and boosting overall team performance.

Call Center 40

Call Center Coaching Quality management Contact Center 40