OrecX

JANUARY 23, 2019

Call recording software most certainly provides value to call center managers, supervisors and even business users in the form of customer intelligence, agent performance, sales and marketing data, etc. The same holds true for agents themselves. The agent is likely to receive praise from his/her supervisor.

Agent Empowerment 76

Agent Empowerment Morale Call Center Best practices 76

SharpenCX

APRIL 29, 2020

We harbored some customer goodwill and boosted agent morale and inclusion in the process. Remember – agents are an integral part of your company, too. And, now’s the perfect time to test out shift bidding – where agents get more control over their individual schedules. . Plan for downtime, ahead of time.

Coaching 76

Coaching Management Contact Center Morale 76

Calabrio

MARCH 22, 2025

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. The ability to deliver personalized and seamless customer experiences is paramount.

Best practices 52

Best practices Contact Center Management Call Center 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. About Calabrio.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

JustCall

APRIL 9, 2024

Marketing campaigns: Successful marketing campaigns or promotions can lead to a sudden influx of calls. If agents are not available during a particular season and call volume peaks, it would result in missed calls and extended wait times. So, what can you do during these phases? > Both of these lead to customer frustration.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

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

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