Fonolo

JANUARY 14, 2021

If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. And high turnover rates won’t just hit you in the wallet — it also impacts morale, which will affect any new hires. Create opportunities for agents to voice their suggestions and concerns.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

Balto

DECEMBER 16, 2022

2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. With renewed focus on agent experience, ever-advancing AI capabilities, and the embrace of omnichannel solutions, contact center leaders face an exciting opportunity to best serve their customers in 2023.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

Calabrio

MARCH 22, 2025

Of course, individual contact center managers and leaders can play many different roles across the organization. Managing Processes: Ensuring that teams are in place and available is, of course, only the half of it. They may focus on one particular area or team within the operation.

Best practices 52

Best practices Contact Center Management Call Center 52

SharpenCX

JUNE 30, 2021

Train agents as a team. When agents train with each other, you can set up creative role-playing scenarios, introduce discussion topics, or take courses as a team. Project 3: Support Your Agents Professionally and Personally. Want some inspiration to improve your contact center motivation and morale? Read More ].

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

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

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

Real-Time Monitoring Features: Platforms like Balto analyze ongoing calls and provide live feedback to agents, ensuring compliance and offering immediate solutions. Supervisors can monitor agent performance without waiting for post-call reviews, enabling swift course corrections.

Best practices 52

Best practices Call Center First call resolution Coaching 52