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). And, you shouldn’t have to worry that running a lean contact center puts agents at risk for burnout and disengagement. Because modern WFM is shifting.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

DECEMBER 30, 2019

Develop better manager-agent relationships. Truth be told, how you manage and coach your team has a massive impact on customer happiness. Because it determines your agents’ empowerment, productivity, and happiness at work. Managers are responsible for 70% of the variance in the employee experience.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

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

Balto

DECEMBER 16, 2022

Agent Empowerment. Agent empowerment is one of the top trends in the contact center space for 2023. Empowering your agents means equipping your teams with the tools, trust, information, and freedom they need to make decisions when customers need it the most. One cheat code towards empowered agents?

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

CSM Magazine

AUGUST 5, 2021

This places immense pressure on managers by adding an extra layer of complexity to the already complicated business of running a contact centre. Why is simplicity so important, and what are the benefits of simplification for agents, operations managers and customers?

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

JustCall

APRIL 9, 2024

Unexpected surges and drops are challenging and require proper management tools. If agents are not available during a particular season and call volume peaks, it would result in missed calls and extended wait times. Agent empowerment Provide agents with AI-assisted processes, easy-to-use knowledge bases, and relevant training programs.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

Global Response

MARCH 26, 2024

Advanced call routing technology manages incoming calls and directs them to the most appropriate agent. It even improves agent morale by enabling them to solve problems more effectively. This information allows agents to personalize their service and resolve issues more efficiently.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

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

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. As a manager, it’s important that you have a deliberate strategy and an intentional schedule for your coaching and training program. Bottom line? You have a mission to accomplish.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

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?

Agent Empowerment 113

Agent Empowerment Management Morale Contact Center 113

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

Balto

JANUARY 3, 2025

From key metrics to advanced AI tools, youll discover actionable strategies to elevate both customer and agent outcomes. 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.

Best practices 52

Best practices Call Center First call resolution Coaching 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.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 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 17, 2025

If youre in call center management, you know the grind. Balancing customer satisfaction, agent performance, and operational efficiency isnt just hardit can feel like a game where the rules change daily. What is Call Center Management? Many call center managers start out as agents themselves. Its leadership.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

If youre in call center management, you know the grind. Balancing customer satisfaction, agent performance, and operational efficiency isnt just hardit can feel like a game where the rules change daily. What is Call Center Management? Many call center managers start out as agents themselves. Its leadership.

Best practices 52

Best practices Call Center Metrics Management 52

SharpenCX

NOVEMBER 3, 2020

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!”. You know that providing relevant feedback often will improve your agents’ well-being and your customer satisfaction.

Call Center 67

Call Center Agent Empowerment Management Coaching 67