JustCall

MARCH 9, 2023

This is how important customer experience is, especially in the context of contact centers. While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

SharpenCX

AUGUST 8, 2018

In case you missed it, we’re recapping last week’s Agent Empowerment Webcast presented by Blair Pleasant of BCStrategies. We unpacked the idea of agent empowerment and what it means for customer satisfaction. Plus, we gave an introduction to BCaaS.

Agent Empowerment 52

Agent Empowerment Contact center software Enterprise Contact Center 52

SharpenCX

MARCH 12, 2019

Yet, too many companies fail to put their people first and give their agents the support needed to deliver stellar service. The post How Agent Empowerment Impacts Your Customer Service Experience appeared first on Sharpen Contact Center Software. Creating positive experiences for your customers.

Agent Empowerment 52

Agent Empowerment Customer Service Contact center software Contact Center 52

VocalCom

MARCH 12, 2018

The contact center is, without question, an intense environment. To keep agents organized and focused, managers may present them with a rigid protocol. However, good management is only part of ensuring agent success. Here are five tips for empowering contact center agents to offer the best customer service possible.

Contact Center 91

Contact Center Agent Empowerment Interactive Voice Response Contact center software 91

Balto

AUGUST 23, 2024

Here’s the good news: in 2024, we have a wide array of capable call center quality assurance software solutions that can streamline QA processes, automate manual tasks, and deliver insightful reports to support decision-making. This guide aims to help you choose the right QA software for your contact center.

Call Center 52

Call Center Coaching Surveys CRM 52

SharpenCX

DECEMBER 30, 2019

Because it determines your agents’ empowerment, productivity, and happiness at work. And, a constant ebb and flow of new agents coming through your doors means less collective experience and company knowledge to solve complex customer problems. What’s the real cost of agent turnover in your contact center?

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

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). Plus, you toss in overseeing your contact center budget, too. Empathy doesn’t scale when your agents are overworked and overwhelmed.

Coaching 76

Coaching Management Contact Center Morale 76