SharpenCX

JUNE 30, 2021

Microsoft says 90% of Americans use good customer service as a factor when deciding whether to do business with a company. Why would customers stay loyal to brands that are slow or can’t offer help? Why wouldn’t a customer find a company that makes buying and learning a product or service quick, easy, and accessible?

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Virtual Employee Assistants (VEA) – or digital buddies – have been tapped as an effective solution to help contact centers both support and motivate their agents.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

SharpenCX

NOVEMBER 3, 2020

Your agents feel secure in their roles when they trust your leadership and have the knowledge they need to do their jobs well. Read Next] How agent empowerment impacts customer service. In a fast-paced environment that’s always changing, you have to go the extra mile to build trust and empowerment with your team.

Call Center 67

Call Center Agent Empowerment Management Coaching 67

Calabrio

MARCH 22, 2025

The ability to deliver personalized and seamless customer experiences is paramount. By focusing on agent empowerment, process optimization, and data-driven decision-making, businesses can create a contact center that not only meets but exceeds customer expectations, fostering long-term relationships and driving business success.

Best practices 52

Best practices Contact Center Management Call Center 52

SharpenCX

APRIL 29, 2020

Throughout the week, our customer service reps would need to be on deck to help customers at all times of the day. Instead of locking agents down and not letting them attend, managers worked with agents to create a plan for who would attend which all-company events. Plan for all-company events and downtime.

Coaching 76

Coaching Management Contact Center Morale 76

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. There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

bold360 Blog

AUGUST 31, 2020

Fortunately, Filters Fast had already deployed a (Bold360) chatbot — the chatbot managed 80% of the company’s customer traffic, enabling its small customer service team to manage more complex (and often higher-value) interactions as they worked from home.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

CSM Magazine

AUGUST 5, 2021

Here are five tactics to tackle these new complexities from an agent perspective: 1. Replace whiteboards with dashboards – the opportunity to benchmark self-performance is a fundamental part of agent empowerment and it shouldn’t stop just because the majority of agents are working from home.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

Global Response

MARCH 26, 2024

Now they are seeking help from a live agent – and their satisfaction and loyalty lie in the balance. At this moment, it’s critical that your customer service agents are able to resolve the issue quickly and efficiently. How can you improve FCR rates and retain satisfied customers? But none effectively worked.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

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. There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

NobelBiz

MARCH 5, 2024

This article will be your ultimate guide on call center reporting, where we’ll take you through how Nobelbiz’s cutting-edge capabilities are redefining what it means to excel in customer service. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Balto

JANUARY 3, 2025

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. Customers today expect excellent customer service at every touchpoint, from phone calls to social media interactions.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Balto

JANUARY 18, 2025

Effective call center management relies heavily on the performance of these agents. A well-trained and motivated agent can make all the difference in providing excellent customer service and ensuring customer satisfaction. The role of a call center agent is multifaceted.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Effective call center management relies heavily on the performance of these agents. A well-trained and motivated agent can make all the difference in providing excellent customer service and ensuring customer satisfaction. The role of a call center agent is multifaceted.

Best practices 52

Best practices Call Center Metrics Management 52