CSM Magazine

AUGUST 5, 2021

Why is simplicity so important, and what are the benefits of simplification for agents, operations managers and customers? In this first blog, we focus on making life easier for agents and how to tackle the most pressing concerns of labour shortages and staff dissatisfaction. Labour shortages are a primary concern.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

JustCall

APRIL 9, 2024

If agents are not available during a particular season and call volume peaks, it would result in missed calls and extended wait times. Productivity concerns: An unexpected increase in call volumes can lead to decreased agent morale, demotivation, and burnout. So, what can you do during these phases? > Don’t just take our word.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

Global Response

MARCH 26, 2024

It even improves agent morale by enabling them to solve problems more effectively. Let’s look at three common challenges and how you can overcome them. How to measure FCR rates One of the most fundamental challenges to achieving high FCR rates is actually calculating it correctly.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

SharpenCX

JUNE 30, 2021

When agents train with each other, you can set up creative role-playing scenarios, introduce discussion topics, or take courses as a team. Try out some of these online courses for your team training sessions: Customer Service Mastery: Delight Every Customer Brilliant Customer Service: How to Impress your Customers! Read More ].

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Balto

JANUARY 3, 2025

When implemented strategically, call monitoring becomes a growth engine that drives customer satisfaction, boosts agent performance, and aligns customer experience with broader business goals. From key metrics to advanced AI tools, youll discover actionable strategies to elevate both customer and agent outcomes.

Best practices 52

Best practices Call Center First call resolution Coaching 52

NobelBiz

MARCH 5, 2024

By leveraging Nobelbiz’s innovative reporting solutions, companies can not only track key performance indicators (KPIs) such as call resolution times, customer satisfaction scores, and agent productivity levels but also identify trends, forecast demands, and pinpoint areas for improvement.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

SharpenCX

NOVEMBER 3, 2020

[Download Now] The 9 business impacts of a better agent experience. So, when questions surfaced about how to protect agents, and how to address all the stresses of the (sometimes-maddening) call center experience, I put my optimistic hat on and thought, “let’s talk about it!”. Excessive micromanaging.

Call Center 67

Call Center Agent Empowerment Management Coaching 67

Balto

JANUARY 17, 2025

This guide breaks down the essential metrics every call center leader should track, offering practical insights into how to manage a call center team effectively. When a customers problem is solved the first time, they leave the interaction happier, and agents can move on to the next call without unnecessary delays.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

When a customers problem is solved the first time, they leave the interaction happier, and agents can move on to the next call without unnecessary delays. How to Improve FCR: Knowledge Management Systems: Ensure agents have quick access to accurate information during calls. FCR, AHT, CSAT, and other KPIs dont operate in silos.

Best practices 52

Best practices Call Center Metrics Management 52