Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. Gathering feedback from customers has become an industry standard for contact centers.

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Contact Center Average Handle Time First call resolution Metrics 129

Hodusoft

JUNE 27, 2024

Omnichannel Strategies for BFSI: Enhancing Customer Experience with Contact Center Software Do you know the top priority of today’s customers? In this blog, you will get to explore the importance of omnichannel strategies in enhancing CX and how contact center software can support omnichannel strategies in the BFSI sector.

Contact center software 59

Contact center software Contact Center Customer Experience Banking 59

SharpenCX

SEPTEMBER 20, 2018

Your agents quit their jobs when they don’t get the coaching they need. The post 10 Contact Center Coaching Methods that Work appeared first on Sharpen Contact Center Software.

Coaching 64

Coaching Contact Center Contact center software Management 64

ROI CX Solutions

JANUARY 8, 2025

Cloud-based contact center software offerings continue to grow 2. Wide adoption of self-service contact center options 4. AI taking center stage in the CX world 5. Omnichannel offerings continue to rise The current gold standard of contact center customer service is omnichannel communication.

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

SharpenCX

MAY 26, 2020

It’s common for some business leaders to view their contact center teams as an afterthought. This isn’t helped by contact centers’ notoriously high turnover rates. Call center jobs are, too often, chalked up as entry-level roles. Starting with the Source of Quality CX — Your Contact Center Agents.

Contact Center 128

Contact Center Coaching Customer Service Customer Experience 128

Calabrio

MARCH 27, 2025

Analytics What Is Average Handle Time (AHT) in the Contact Center? 5 Best Practices to Improve AHT Share Every conversation in a contact centerfrom start to finishholds helpful insights about the customer experience and service performance. What Is Average Handle Time (AHT)?

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Average Handle Time Best practices Contact Center Metrics 52

Calltools

MAY 3, 2023

5 Tips to Enhance Agents’ Experience Your contact center agents’ experience is just as important as your customers’ experience. From there, call center managers can identify overarching areas for improvement, agents who need training, agents who deserve rewards, and more.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

SharpenCX

AUGUST 18, 2020

We’re walking through nine non-negotiable features your omnichannel software needs, so you can deliver for your customers. Not only that but, contact center leaders say the lack of an integrated agent desktop is their leading productivity challenge. In-line coaching and training. A simplified interface.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

We’re walking through nine non-negotiable features your omnichannel software needs, so you can deliver for your customers. Not only that but, contact center leaders say the lack of an integrated agent desktop is their leading productivity challenge. In-line coaching and training. A simplified interface.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. Agents who felt their contact centers were handling remote work well told us they appreciated: Clear expectations. Communication.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

SharpenCX

AUGUST 1, 2022

In the contact center world, advancements over the last ten years have taken customer service to the next level. Legacy contact center platforms were great in the past for the sole purpose they served. Don’t let your contact center platform hold you back from providing better agent and customer experience.

Contact center software 67

Contact center software Contact Center Self service Virtual Agent 67

SharpenCX

MAY 12, 2020

Download Now: Help your agents get the hang of working in a call center with these 29 coaching techniques and facts. . The onboarding process in any call center can feel daunting. Contact center agents are the primary touchpoint your customers have with your company. It’s easy to get siloed within your department.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. That’s the power of multi-tenant contact center software for BPOs! What is Multi-tenant Contact Center Software? Imagine an office building called the contact center.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

SharpenCX

SEPTEMBER 13, 2018

I didn’t choose to highlight Coach Wooden because of that, though. The post A Lesson on Coaching from John Wooden appeared first on Sharpen Contact Center Software. John Wooden was from a south-central town in Indiana called Martinsville, which is a stone’s throw from the wooded property I call home in Monrovia.

Coaching 72

Coaching Contact center software Contact Center 72

SharpenCX

MAY 19, 2020

Think about how this translates in your contact center. According to research out of McKinsey & Company , engaged and satisfied contact center employees are: 8.5x Especially in the contact center. Contact centers are notorious for high turnover rates. Sounds pretty great, right?

Contact Center 128

Contact Center Brand ambassadors Coaching Metrics 128

SharpenCX

SEPTEMBER 5, 2018

The post 7 Contact Center Coaching Tips to Personalize Your Agent Experience appeared first on Sharpen Contact Center Software. That means people spend 37 percent of their five-day week at work. In that time, your agents could hike the Inca Trail and have some extra time to explore the.

Coaching 59

Coaching Contact Center Personalization Contact center software 59

Avoxi

AUGUST 13, 2020

One of the unique connections between our contact center technology and our business is the fact that we use our own product to run our company! And, our managers use it to coach and measure our team's performance. Our inbound and outbound teams rely on this technology to communicate with our customers every day.

Contact center software 48

Contact center software Contact Center Coaching Technology 48

SharpenCX

AUGUST 29, 2018

The post The Good, the Bad, and the Ugly of Contact Center Coaching appeared first on Sharpen Contact Center Software. Most days, it’s too long and unmanageable, so bottom-of-the-list priorities shift from one day to the next, to [.].

Coaching 59

Coaching Contact Center Contact center software 59

SharpenCX

JUNE 29, 2018

The single most important thing you can do as a contact center manager is coach your team. The post Contact Center Coaching Best Practices for Beginners appeared first on Sharpen Contact Center Software. And, it creates a culture of trust company-wide.

Best practices 52

Best practices Coaching Contact Center Contact center software 52

Aspect

JULY 17, 2019

The former CEO of Google and chairman of Alphabet hated this advice the first time someone gave it to him , but now he shares it every single chance he gets : “ H ave a coach.” The right coach might not be an expert in your same specialty, but a coach can look at what you’re doing with another set of eyes.

Coaching 82

Coaching Management Contact center software contact center solutions 82

SharpenCX

SEPTEMBER 17, 2018

The key ingredient to a top-performing team of agents is an all-star coach. They’re the coaches who know that actionable and relevant feedback have a profound impact on their team, so they make it their priority. The post Recipe for coaching agents in 30 minutes per day appeared first on Sharpen Contact Center Software.

Coaching 173

Coaching Contact center software Contact Center Feedback 173

SharpenCX

DECEMBER 23, 2019

Coach and train them in-line and on-time, right after their interactions. Coaching your agents to empowerment means they’ll be ready to find unique resolutions for customers. To lock in the friendly, knowledgeable service your customers expect at every touchpoint, empower your agents.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

SharpenCX

JANUARY 9, 2018

The post The Contact Center Coaching Best Practice You Aren’t Using appeared first on Sharpen Contact Center Software. Learn about the best practice that can improve the engagement and performance of your front-line customer service agents. [.].

Best practices 52

Best practices Coaching Contact Center Contact center software 52

SharpenCX

SEPTEMBER 4, 2018

The post Top 20 Quotes for Coaching Inspiration appeared first on Sharpen Contact Center Software. Sometimes we only need a cup of coffee or a quick break to read our favorite blogs to get our head back.

Coaching 112

Coaching Contact center software Contact Center 112

Balto

JANUARY 6, 2025

Heres the good news: in 2025, we have a wide array of capable & best call center quality assurance software solutions that can streamline QA processes, automate manual tasks, and deliver insightful reports to support decision-making. This guide aims to help you choose the right QA software for your contact center.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center. Engagement.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

SharpenCX

AUGUST 10, 2018

and your contact center is buzzing with phone calls. The post 5 data-backed strategies to improve your contact center coaching appeared first on Sharpen Contact Center Software. It’s 10 a.m.,

Coaching 52

Coaching Contact Center Contact center software Customer Experience 52

SharpenCX

DECEMBER 11, 2018

But, the reality is, if you don’t coach and train your agents, they’ll leave. The post The Missed Opportunity of Not Coaching Your Agents appeared first on Sharpen Contact Center Software. Cue the next song on your playlist: “Another one bites the dust.” Okay, that’s a tad dramatic.

Coaching 64

Coaching Contact center software Contact Center 64

SharpenCX

DECEMBER 14, 2018

Coaching your agents helps them feel connected, engaged and valued at work. The post Coaching Starts At Onboarding appeared first on Sharpen Contact Center Software. Why wouldn’t you start this process during onboarding?

Coaching 59

Coaching Contact center software Contact Center 59

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

SharpenCX

DECEMBER 12, 2018

The post A Coaching Framework to Sail Through the Holidays appeared first on Sharpen Contact Center Software. All that cheer and joy comes jam-packed with lofty time management expectations and an added dose of expenses. Everyone has too little time and too many priorities. I blinked and we’re half-way.

Coaching 64

Coaching Contact center software Contact Center Time management 64

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Consider the following questions.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Playvox

JUNE 28, 2022

While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use. What Is An Omnichannel Contact Center?

Contact Center 84

Contact Center contact center solutions Contact center software Quality management 84

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. That in itself makes a strong case for keeping your contact center quality management budget intact, but the effects of a strong program go far beyond revenue. of their revenue due to bad experiences.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Cisco - Contact Center

SEPTEMBER 17, 2020

Last month I shared some exciting new capabilities with Webex Contact Center, our award-winning contact center as a service (CCaaS) for small and large contact centers. We’ve also introduced more channels when Webex Experience Management is integrated at the contact center agent desktop.

contact center solutions 91

contact center solutions Contact Center Surveys Enterprise 91

Callminer

SEPTEMBER 23, 2020

Outbound call centers thrive only when agents can place calls with confidence, and confidence is borne of preparedness. Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. Challenges Outbound Call Centers Face.

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Best practices Call Center Outbound sales Telemarketing 182