SharpenCX

DECEMBER 30, 2019

Because it determines your agents’ empowerment, productivity, and happiness at work. Internally, it breaks down team morale. Unproductive, undervalued agents can’t make customers happy. What’s the real cost of agent turnover in your contact center? Calculate it based on the facts.

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

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. Project 1: Invest in the Right Tools for Your Contact Center. Investing in quality tools and technology in your contact center can go a long way.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Balto

OCTOBER 29, 2024

This blog captures the key takeaways from our recent webinar, “ The Future of Home Services: Merging Lead Intake Automation with Agent Empowerment.” The bottom line is that when agents feel supported with the right tools, they’re more likely to stay. Reducing turnover isn’t just good for morale—it’s a competitive advantage.

Agent Empowerment 52

Agent Empowerment Call Center Morale Contact Center 52

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

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. It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. It’s time to use it.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

bold360 Blog

AUGUST 31, 2020

CSS tools, unlike human agents, are available 24/7 across multiple channels. Customers increasingly prefer using self-service tools: CEB (now Gartner) reports that 81% of consumers try to self-serve before calling a contact center. CSS Tools Go Beyond the Chatbot.

Self service 52

Self service Chatbots Agent Empowerment Morale 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. It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. It’s time to use it.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Contact Center Pipeline

MARCH 18, 2015

In a previous blog post, I provided tips to help managers and team leaders prepare their frontline agents to handle irate callers. It’s also important to provide support for your agents after an irate call: An upset agent can actually cause their next caller to become irate. Have you ever seen this? One of your […].

Agent Empowerment 113

Agent Empowerment Management Morale Contact Center 113

Balto

JANUARY 3, 2025

Data-Driven Coaching Plans: Use insights from call quality evaluations to create personalized coaching plans tailored to each agents strengths and weaknesses. Highlight successful behaviors as often as areas for improvement to maintain morale. Recognizing and celebrating milestones creates momentum and boosts morale.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Balto

JANUARY 17, 2025

Why Does Call Center Management Matter More Than Ever? The days of viewing call centers as cost centers are over. In 2025, your contact center is your brand. Managing a Call Center Team: The Key Roles That Drive Success Managing a call center is like coaching a sports team. Think about it.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

Why Does Call Center Management Matter More Than Ever? The days of viewing call centers as cost centers are over. In 2025, your contact center is your brand. Managing a Call Center Team: The Key Roles That Drive Success Managing a call center is like coaching a sports team. Think about it.

Best practices 52

Best practices Call Center Metrics Management 52

SharpenCX

NOVEMBER 3, 2020

Work with your team to set quarterly contact center goals. And, as you map out each goal, assign relevant metrics to help agents understand progress toward those goals. Your agents feel secure in their roles when they trust your leadership and have the knowledge they need to do their jobs well. Excessive micromanaging.

Call Center 67

Call Center Agent Empowerment Management Coaching 67