Blog - Sharpen Contact Center Software

Coaching Starts At Onboarding

December 14, 2018 (December 12, 2018)

Coaching your agents helps them feel connected, engaged and valued at work. Why wouldn’t you start this process during onboarding? A few years ago, Richard Branson tweeted that companies should train their people well enough so they can leave, but…

Leadership | 4m read

A Coaching Framework to Sail Through the Holidays

December 12, 2018 (December 12, 2018)

Let’s face it: the holiday season is stressful. 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…

Agent Experience | 5m read

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Contact center training has a much bigger impact than this blank space on our blog post.

The Missed Opportunity of Not Coaching Your Agents

December 11, 2018 (December 11, 2018)

Cue the next song on your playlist: “Another one bites the dust.” Okay, that’s a tad dramatic. But, the reality is, if you don’t coach and train your agents, they’ll leave. And before they make their exit, they’ll negatively impact…

Agent Experience | 6m read

Hey, contact center manager! Can you add finding this image to your task list?

The 3-Part Roadmap to Leading the Team You Inherit

December 5, 2018 (December 11, 2018)

Congratulations! You scored a promotion to lead a team in your company’s contact center! But as exciting as it is, you’re probably filled with at least a few jitters, right? Don’t worry. You’re not the first, and certainly not the…

Leadership | 5m read

Employee development helps your agents learn new tricks, like how to get this picture to appear.

Why Performance Management and Employee Development go Hand in Hand

December 4, 2018 (December 4, 2018)

How you manage and develop your agents has the greatest impact on their experience at work. Your agents’ attitudes and feelings about their jobs are the key influencers of their success, according to a recent study from Customer Contact Week….

Agent Experience | 7m read

1:1 tips to create a more productive contact center

6 Tips to Make 1:1s More Productive in Your Contact Center

November 28, 2018

Pop quiz: Don’t you wish you could spend more time in meetings? Answer: Don’t be ridiculous. Between scheduling (and rescheduling – thanks WFM), prepping, aligning, presenting, emailing, following up, and (on occasion) cursing them, you’re spending a ton of time…

Agent Experience | 7m read

Top Customer Service Companies

Top 5 Companies in Customer Service

November 27, 2018 (December 4, 2018)

Customer service is the heartbeat of your company. Your agents are the warriors on the front-lines. They spring into action at the whim of your customers, vying to answer questions, fix issues, and give each person a memorable experience. You…

Customer Experience | 8m read

How to create a better agent and customer experience

Create Better Agent and Customer Experiences [CRMXchange Demo Wrap-Up]

November 20, 2018 (November 20, 2018)

Last week we talked on issues troubling your contact center, like stuck CSAT scores and sky-high agent turnover. Turnover so high, in fact, that some teams throw pizza parties when it dips into the 30-percent range versus the alarming near-50…

Agent Experience | 9m read

How to choose the right contact center tools

How to Choose the Right Contact Center Tools

November 14, 2018 (November 20, 2018)

The war into the mindshare and share-of-dollar for each customer is fought – and won – on the battlefield of customer experience. Some 79 percent of companies say they’ve cut costs by offering up a better customer experience, while 84…

Industry Insights | 9m read

See Sharpen’s Agent-First Platform in Action [CRMXchange Demo]

November 13, 2018 (November 13, 2018)

Customers expect every interaction to be the best experience they’ll have with your company. The challenge is, though, that despite being a priority, most companies are failing at providing that incredible experience. In fact, a slim 8 percent of customers…

Agent Experience | 5m read

Contact Center Trends 2019

Contact Center Trends to Watch in 2019

November 8, 2018 (November 13, 2018)

Back to Basics Edition Today’s tech-enabled contact center thrives on connectivity served up with a side of engagement. “Engagement” is one of those words that’s quickly earned a slot on your contact center’s Buzzword Bingo card. It’s corporate psychology that’s…

Industry Insights | 7m read

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