SharpenCX

DECEMBER 30, 2019

When your agents handle customer interactions, be sure they don’t lose the human touch. Showing understanding and empathy makes customers happier than sticking to a tightly-knitted call script. Because it determines your agents’ empowerment, productivity, and happiness at work. Internally, it breaks down team morale.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

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

SharpenCX

JUNE 30, 2021

With an internal knowledge base, your agents can look for answers themselves, empowering them to problem solve when you’re unavailable and helping them become more independent in their work. We have 6 scripts to stock in your knowledge base. Project 3: Support Your Agents Professionally and Personally. Read More ]. Read More ].

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Balto

JANUARY 3, 2025

Agents perform best when they understand how their performance is being measured and what is expected of them. Data-Driven Coaching Plans: Use insights from call quality evaluations to create personalized coaching plans tailored to each agents strengths and weaknesses.

Best practices 52

Best practices Call Center First call resolution Coaching 52

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 18, 2025

Ensuring compliance with scripts and regulatory guidelines. Workforce Managers The Unsung Heroes Scheduling might not seem glamorous, but a well-managed schedule is the difference between overworked agents and a balanced, efficient team. Flip the script. Theyre the safeguard between good enough and exceptional.

Best practices 52

Best practices Call Center Metrics Management 52