SharpenCX

JUNE 12, 2023

Whether your call center software comes with native communications capabilities or you choose to integrate your favorite productivity tools , giving teams a way to seamlessly interact is crucial. This may also mean updating and maintaining your internal knowledge base for quick, contactless agent answers.

Coaching 67

Coaching Morale Contact center software Call Center 67

ViiBE Blog

APRIL 8, 2021

If you have a high attrition rate, you may have some problems with employee morale. Beyond these essential KPIs, software like ViiBE can offer you more control over your call center. How to improve the call center experience? Working at a call center is a fast paced job that is not for everyone.

Call center experience 52

Call center experience Call Center Average Handle Time call center software 52

Balto

MARCH 3, 2025

Streamlining Operations with Call Center Automation Smart automation transforms call centers by eliminating repetitive tasks while keeping human agents focused on complex customer interactions that demand personal attention. This success creates a positive feedback loop, boosting morale and workplace satisfaction.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

SharpenCX

JUNE 9, 2021

One way to fight a gloomy morale in your contact center is to create connections within your remote team. But, working from home, she can’t find any documentation in Slack or in your outdated internal knowledge base on the right process to report the issue or troubleshoot it with your engineers.

Management 67

Management Contact Center Employee engagement Engineering 67

aircall

JANUARY 29, 2021

How to use an internal knowledge base to answer customers’ questions . Training on how to bring another employee onto the call to help her solve a problem. Time for role-playing to learn more about common types of calls and practice using call center software in a hands-on way.

Best practices 62

Best practices Call Center call center software Morale 62

Babelforce

JANUARY 20, 2022

Create an internal knowledge base that agents can access. Many contact centers are still using legacy systems , which can frustrate teams reaching for ambitious their targets. New technology, such as No-Code integrated call center software , can streamline many processes that are likely slowing your team down.

Call Center 52

Call Center Management Construction Best practices 52

SharpenCX

AUGUST 18, 2020

With physical shops and workplaces shutting down, consumers were forced to turn to digital channels, like chat, self-help knowledge bases and texting, for support. Download Now: Ask these 101 questions on your next RFP for omnichannel software that supports the experience your customers expect.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

With physical shops and workplaces shutting down, consumers were forced to turn to digital channels, like chat, self-help knowledge bases and texting, for support. Download Now: Ask these 101 questions on your next RFP for omnichannel software that supports the experience your customers expect.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

Balto

JANUARY 21, 2025

High ACW reduces agent productivity and limits how many customer calls your team can handle, impacting the call center’s overall performance. Formula: How to Reduce ACW: Use call center software to automate note-taking and data entry. 2,800 calls $10 = $28,000 in additional costs monthly.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

High ACW reduces agent productivity and limits how many customer calls your team can handle, impacting the call center’s overall performance. Formula: Minutes spent on after-call work Number of calls handled How to Reduce ACW: Use call center software to automate note-taking and data entry.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Hodusoft

FEBRUARY 19, 2025

This can also lead to burnout, stress, and lower morale among staff. Decreased Call Abandonment Rates Longer wait times often lead to abandoned calls, which not only affect customer satisfaction but also represent lost opportunities to address customer needs. These added resources contribute to higher operational costs.

Wait times 52

Wait times Call Center Interactive Voice Response Abandon rate 52

Hodusoft

JULY 3, 2023

Agents also must be conversant with call center software , Customer Relationship Management (CRM) systems, business communication tools, computer and headsets, helpdesk, and more. Build an internal knowledge base Sometimes a knowledge base can be extremely useful for improving AHT.

Average Handle Time 52

Average Handle Time Abandon rate Call Center Interactive Voice Response 52