Blog - Sharpen Contact Center Software

Check out our free guide to running your call center

Prioritizing your Employees: Your Customer Service Agents are Foundational to Your Customer Experience Transformation

May 16, 2019 (May 16, 2019)

Customers have ever-increasing control over their relationship with companies. Companies today work overtime to earn customer satisfaction and long-term loyalty. This means paying extra careful attention to how your company delivers on your customer experience. It’s easier and easier to…

Agent Experience | 6m read

What is the cost of employee turnover? (Hint: It's a lot).

What is the Cost of Employee Turnover in Your Contact Center?

May 14, 2019 (May 14, 2019)

The cost of turnover is more than the dollar amount you spend to fill an agent’s seat. Every time your contact center loses an agent, operational costs skyrocket. Your remaining agents get overloaded with interactions, so they can’t keep pace…

Industry Insights | 6m read

Up your workplace engagement to decrease absenteeism

Don’t Allow for Absenteeism in your Contact Center any Longer: Six Strategies for Better Workplace Engagement

May 8, 2019 (May 14, 2019)

It only takes one late agent or a few no-shows for your contact center to go haywire. Phones are ringing constantly. Your inbox is full. Live chat and phone queues are getting longer and longer. When your agents answer, customers…

Agent Experience | 7m read

Pack your moving van and get ready for a cloud contact center

Digital Transformation in the Contact Center: How to Move Your Contact Center to the Cloud [Webinar Recap]

May 7, 2019 (May 7, 2019)

Last Thursday, Sheila McGee-Smith, President and Principal Analyst at McGee-Smith Analytics and Ray Gallagher, VP of Customer Care at HotSchedules dove in on why contact centers are moving to the cloud and what it takes to get there. From cloud-native…

Industry Insights | 6m read

Top 5 ways to reduce turnover in your contact center

Top 5 Ways to Wipe Out the Turnover Plague in your Contact Center

May 1, 2019 (May 1, 2019)

Turnover in contact centers is an epidemic. Some employee turnover is a natural part of the workforce life cycle. But in the contact center, turnover sits at a staggering average of 30-45 percent It’s costly for your operations and it’s…

Agent Experience | 8m read

How the best brands in the world keep their employees with workforce engagement

How the Best Brands in the World Blend Workforce Engagement and a People-First Mission to Keep Employees (Call Center Agents Included)

April 30, 2019 (April 30, 2019)

What do you call a fiercely loyal grocery shopper who only shops at Wegmans? A Wegmaniac. That’s right – Wegmans’ customers love the Rochester, N.Y. chain so much, they’ve given themselves a nickname. And, one even re-upped a football contract…

Agent Experience | 8m read

Use employer engagement as a stop sign to keep agents from leaving

Sick and Tired of Turnover? Stop Losing Agents in your Contact Center through Employer Engagement

April 25, 2019 (April 25, 2019)

Losing your employees is an emotional and taxing experience for you and the rest of your agents. You might feel like you’ve failed an important team member, and agent morale dips from all the people who make an exit. It’s…

Agent Experience | 7m read

Gear up to read thrilling Gallup Employee Engagement statistics

8 Can’t-Miss Gallup Employee Engagement Statistics: Key Facts You Need to Know from Gallup’s State of the American Workplace Report

April 24, 2019 (April 24, 2019)

Company leaders leave $483 to $605 billion on the line each year by brushing employee engagement and empowerment under the rug. That’s the astronomical cost of lost productivity from actively disengaged workers in America. Gallup’s State of the American Workplace…

Agent Experience | 7m read

What are the components of employee engagement

Hiring the Right Person: Look for These 10 Skills When Hiring your Next Contact Center Agent

April 17, 2019 (April 17, 2019)

The times, they are a’changing. Innovations in technology let us connect in dramatically new ways. And these rapid developments have greatly affected the customer service industry. Customer expectations are way different now than 20 years ago, and the modern contact…

Leadership | 7m read

7 data-backed ways to engage employees. No, the free lunch won't cut it.

7 Data-Backed Ways to Engage Employees (Free Pizza and Branded Swag Not Included)

April 16, 2019 (April 17, 2019)

Poor morale in your contact center is the silent killer of productivity and performance. When your agents feel down and disengaged, they solve customer problems, but the work will be subpar. They’ll lack inspiration and motivation, and plummet customer satisfaction….

Agent Experience | 8m read

What is employee engagement in your contact center?

Don’t Be a Cynic About Retention: Engaging with Your Contact Center Agents Is More Important Than Ever Before

April 11, 2019 (April 11, 2019)

Today’s workforce craves engagement and empowerment in the office. And when they don’t get the engagement they need, they leave. But what is employee engagement in your contact center, and what can you do to keep your agents? Your agents head…

Agent Experience | 5m read

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Check out our free guide to running your call center

Prioritizing your Employees: Your Customer Service Agents are Foundational to Your Customer Experience Transformation

What is the Cost of Employee Turnover in Your Contact Center?

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Don’t Allow for Absenteeism in your Contact Center any Longer: Six Strategies for Better Workplace Engagement

Digital Transformation in the Contact Center: How to Move Your Contact Center to the Cloud [Webinar Recap]

Top 5 Ways to Wipe Out the Turnover Plague in your Contact Center

How the Best Brands in the World Blend Workforce Engagement and a People-First Mission to Keep Employees (Call Center Agents Included)

Sick and Tired of Turnover? Stop Losing Agents in your Contact Center through Employer Engagement

8 Can’t-Miss Gallup Employee Engagement Statistics: Key Facts You Need to Know from Gallup’s State of the American Workplace Report

Hiring the Right Person: Look for These 10 Skills When Hiring your Next Contact Center Agent

7 Data-Backed Ways to Engage Employees (Free Pizza and Branded Swag Not Included)

Don’t Be a Cynic About Retention: Engaging with Your Contact Center Agents Is More Important Than Ever Before