SharpenCX

APRIL 29, 2020

Coaching builds confidence in your agents. Pro tip: With in-line training and microlearning lessons , you don’t have to plan for tons of out-of-queue time to coach your team. Instead, you can plan for quick 5-minute coaching sessions where agents can zip through a coaching module that’s waiting in their queue between interactions.

Coaching 76

Coaching Management Contact Center Morale 76

Global Response

MARCH 26, 2024

Enhance agent training and knowledge. The most basic first step is to ensure your agents are properly trained. Agents should also receive training in effective communication techniques, such as active listening, empathy, and clear articulation. Do your agents need a bit more training?

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

SharpenCX

JUNE 30, 2021

And if you use a platform like Sharpen’s , you can pair your omnichannel service with training and coaching all in the same platform. Project 2: Create a Compelling Coaching and Training Program (& Make Use of These Resources!). Productive coaching and training doesn’t just happen organically. Train agents as a team.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

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. This ensures agents can handle queries across different skill sets.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

bold360 Blog

AUGUST 31, 2020

This capability allows your service deployment to continually improve its knowledge base, gaining actionable insights from ongoing engagement, which you can then use for content creation or internal training purposes. Most agents are happy to let CSS tools manage the routine stuff, liberating them to resolve more complex, higher-value issues.

Self service 52

Self service Chatbots Agent Empowerment Morale 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

Balto

JANUARY 3, 2025

A transparent monitoring framework fosters trust between agents and supervisors, creating a collaborative environment focused on growth and improvement. Step 5: Train and Onboard Teams The success of your monitoring program depends on the commitment and understanding of your call center teams.

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

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

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. Flip the script.

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. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

SharpenCX

NOVEMBER 3, 2020

Clarify goals and daily performance metrics to empower your agents with the knowledge they need to succeed in their roles. Empower your employees with information and training. Your agents feel secure in their roles when they trust your leadership and have the knowledge they need to do their jobs well. Excessive micromanaging.

Call Center 67

Call Center Agent Empowerment Management Coaching 67