SharpenCX

MAY 16, 2022

And Officervibe’s 2021 State of Employee Engagement report found that 72% of employees think their manager could define clearer goals. Aim to Connect Through Strong Scripts. Whether an agent is a naturally gifted speaker or someone who needs more coaching and guidance, everyone needs a solid script.

Contact Center 67

Contact Center Scripts Call Center call center software 67

SharpenCX

JULY 26, 2023

How to Use the Data You Collect According to Gartner, there are five categories of customer experience KPIs that can improve your call center performance: employee engagement; quality operations; customer satisfaction; loyalty, churn, and retention; and advocacy and brand reputation. Don’t leave it sitting around to gather dust.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

SharpenCX

JUNE 28, 2023

These certainly aren’t the only call center metrics you can gather. Gartner recommends KPIs across five categories of employee engagement; quality operations; customer satisfaction; loyalty, churn, and retention; and advocacy brand reputation. Your call center reps will only be as good as the tools you equip them with.

Call Center 67

Call Center Metrics call center software Contact Center 67

VocalCom

DECEMBER 3, 2018

Most companies agree that employee engagement is vital to brand success. When employees feel motivated to do their best, they can deliver service that customers love. At the heart of such engagement lies feedback—the more you listen to them and consider their advice, the more engaged and content they will be.

Feedback 48

Feedback Customer Service Contact center software Surveys 48

SharpenCX

NOVEMBER 26, 2019

But rather than building a strategy core to the business, companies hold one-off events to boost engagement. The reality is, the employee engagement mind shift has to start at the top. According to Gallup , companies need to think less about making employees happy (cue the pizza party).

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

But rather than building a strategy core to the business, companies hold one-off events to boost engagement. The reality is, the employee engagement mind shift has to start at the top. According to Gallup , companies need to think less about making employees happy (cue the pizza party).

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

OCTOBER 8, 2019

Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience. Target your brand detractors with methods your advocates loved to flip the script. Use these tactics to put it to work to fix your contact center’s most pertinent problems.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

SharpenCX

OCTOBER 8, 2019

Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience. Target your brand detractors with methods your advocates loved to flip the script. Use these tactics to put it to work to fix your contact center’s most pertinent problems.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Balto

JANUARY 30, 2025

Best Call Center Software Solutions: List for 2025 To bring you the best contact center software solutions providers for 2025, we tested top tools based on key factors like features, price, user-friendliness, integrations, support, and scalability. Engage Stakeholders: Invite key team members (e.g.,

call center software 52

call center software Call Center Multichannel Coaching 52

JustCall

APRIL 5, 2023

JustCall Overview JustCall is a VoIP business phone system and contact center software. Agent scripting – Agents can be provided with predetermined scripts to increase customer engagement. Five9 has additional features like customizable templates, data visualization, and employee coaching tools.

voip 52

voip Interactive Voice Response APIs Contact Center 52