Fonolo
JUNE 9, 2020
Once you’ve selected and established the KPIs that fit your contact center’s needs, you’re ready for the next step. Most contact center software will include analytics, which you can use to measure the activity of your contact center agents over your chosen period of time (6 months, for example).
SharpenCX
MARCH 5, 2019
As I watch the team of construction workers break ground outside my window, I find myself staring at the equipment they’re using and how they use it. The post 5 Ways Customer Experience Tools Help You Deliver Better Service appeared first on Sharpen Contact Center Software.
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SharpenCX
MAY 26, 2020
For larger contact centers, you may have to make 1:1s monthly. Give them constructive feedback on how they’re performing day-to-day and as a teammate. In-line feedback is incredibly constructive and allows your agents to see the specific phrases they could have edited or what questions they should have asked to get more clarity.
Fonolo
JULY 21, 2020
7 Things Great Call Center Managers Do Every Day. By responding to mistakes with constructive support rather than reprimanding them, you’ll create opportunities for your team members to come forward openly and create opportunities to mitigate additional issues. “I We’re all human and we all make mistakes. I can’t keep up with demand”.
SharpenCX
JUNE 12, 2018
Some agents may wind up complacent, feeling like they can do no wrong, and they might lose some trust in their leader(s), too, if they are never given any constructive criticism. [.]. The post Effective Feedback: How to Give Negative Feedback appeared first on Sharpen Contact Center Software.
SharpenCX
MAY 19, 2020
They mix positive and constructive feedback to help agents see where they excelled, even if they didn’t hit every goal or KPI. Management by objectives plans still review whether or not agents met their goals. But, these plans go into more detail about employees’ strengths and weaknesses.
NobelBiz
AUGUST 6, 2024
Connection and Menu When the call gets through, a pre-recorded greeting or a dynamically constructed message is played to the customer to give them the exact guideline on how they can proceed. It is an automated way for businesses to repeatedly connect with their clientele without any human intervention whatsoever.
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