Blog - Sharpen Contact Center Software

7 projects you can do in the next 90 days to help cut inefficiencies and ramp up your customer satisfaction in your contact center

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4 methods for a workforce manager or contact center leader to reimagine remote work

Lead With Empathy and Watch Poor CX Fade: 4 Methods for Workforce Managers to Reconstruct Remote Work With People, not Processes, in Mind

May 20, 2020 (May 20, 2020)

I read an article last night talking about how big tech is handling work during the pandemic, and one line stood out: companies aren’t in any rush to get back to the office. By now you know that work (and…

Agent Experience | 8m read

Why an employee development plans is so important in the contact center (with examples!)

The Strong Link Between Engagement, Retention, and Career Pathing: Examples of Employee Development Plans that Give your Contact Center Agents a Reason to Stay and Work Hard

May 19, 2020 (May 19, 2020)

I have this friend — let’s call him Josh. He’d been at his job for a year, even though he didn’t love the work he was doing. The job offered Josh good pay, security and professional experience. But, ultimately, it…

Agent Experience | 11m read

Rev up call center agent performance with better dashboard and reporting strategies

4 Mistakes You’re Making with Dashboards & Reporting: Use Data to Up-Level Call Center Agent Performance (Not to Feed a Cycle of Brain-Drain)

May 13, 2020 (May 13, 2020)

Throwing a cloak of invisibility over your metrics drains agent performance. When your agents don’t know how they’re measured or what metrics to hit, burnout looms on the horizon and agents can’t reach their full potential. It’s not for a…

Agent Experience | 11m read

Customer Service Training Ideas that Level-Up Agent Performance

Taking a Creative Approach to Customer Service Training: 3 Customer Service Training Ideas to Boost Performance and Engagement in Your Contact Center

May 12, 2020 (May 12, 2020)

Back in college, I took a customer service job one summer working in a call center for a nationwide moving service. When I think back to my first week on the job, my body still recoils with the anxiety I…

Agent Experience | 10m read

Call center management by the numbers: Use these stats to grow understanding of the contact center

Call Center Management by the Numbers: A Cost Analysis for Executives to Learn the Valuable Role Your Contact Center Plays on Your Company’s Bottom Line

May 6, 2020 (May 6, 2020)

Good customer service drives higher revenue, happier customers, and lowers churn. Your contact center is a business powerhouse. Still, contact center leaders struggle to prove the value of their business unit to execs. In fact, leaders like you say the…

Customer Experience | 8m read

Check out our free guide to running your call center

Help Create Career Goals for Customer Service Representatives in your Contact Center

Setting up Success in the Long Term: Retain and Engage Contact Center Employees by Fostering Your Customer Service Representative’s Career Goals

May 5, 2020 (May 5, 2020)

When I was growing up, I always imagined that I would have a revelation and discover my dream career. As I later discovered, this is a bit naive. While there are many people who follow a career path directly linked…

Agent Experience | 10m read

6 workforce management strategies to engage agents and keep customers happy

Meet Customer Needs Without Overwhelming Your Agents: 6 Workforce Management Strategies to Engage your Team and Still Surpass High Customer Expectations

April 29, 2020 (May 13, 2020)

Workforce management in your contact center is all about finding balance. You balance the needs of your customers with the workload of your agents (and their development). Plus, you toss in overseeing your contact center budget, too. But you shouldn’t…

Agent Experience | 11m read

How to Build Morale in a Work at Home Call Center in 4 Ways

Boosting Morale for your Work at Home Call Center: Four ways to Reinforce Engagement and Connection with your Remote Team

April 28, 2020 (May 13, 2020)

Some days I hit about 4 p.m. and realize I haven’t really talked to anyone all day. Sure, I’ve sent a couple Slack messages and responded to emails. But, when you’re working from home, real human interaction can be hard…

Agent Experience | 10m read

Keep your Eyes Glued to This Brand’s Evolving Customer Experience: 5 Examples of Good Customer Experience from Leading Brand CVS [Monthly Brand Crush Post]

April 22, 2020 (April 22, 2020)

Ding! Your prescription is ready. The first time I got a text message from CVS about a prescription ready to pick up, I was thrilled at the convenience. But I didn’t think too much about it once I pulled up…

Industry Insights | 10m read

4 best practices to make managing remote employees easier

Tackling the Challenges of Managing Remote Work: 4 Work from Home Best Practice Tips to Guide your Remote Team to Success

April 21, 2020 (May 13, 2020)

Most of us have been working from home for over a month, some longer. We’re all living with the challenges of remote work alongside our entire families. Twitter is full of stories of our new normal. A woman, accidentally unmuted,…

Agent Experience | 10m read

7 projects you can do in the next 90 days to help cut inefficiencies and ramp up your customer satisfaction in your contact center

Lead With Empathy and Watch Poor CX Fade: 4 Methods for Workforce Managers to Reconstruct Remote Work With People, not Processes, in Mind

The Strong Link Between Engagement, Retention, and Career Pathing: Examples of Employee Development Plans that Give your Contact Center Agents a Reason to Stay and Work Hard

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4 Mistakes You’re Making with Dashboards & Reporting: Use Data to Up-Level Call Center Agent Performance (Not to Feed a Cycle of Brain-Drain)

Taking a Creative Approach to Customer Service Training: 3 Customer Service Training Ideas to Boost Performance and Engagement in Your Contact Center

Call Center Management by the Numbers: A Cost Analysis for Executives to Learn the Valuable Role Your Contact Center Plays on Your Company’s Bottom Line

Check out our free guide to running your call center

Setting up Success in the Long Term: Retain and Engage Contact Center Employees by Fostering Your Customer Service Representative’s Career Goals

Meet Customer Needs Without Overwhelming Your Agents: 6 Workforce Management Strategies to Engage your Team and Still Surpass High Customer Expectations

Boosting Morale for your Work at Home Call Center: Four ways to Reinforce Engagement and Connection with your Remote Team

Keep your Eyes Glued to This Brand’s Evolving Customer Experience: 5 Examples of Good Customer Experience from Leading Brand CVS [Monthly Brand Crush Post]

Tackling the Challenges of Managing Remote Work: 4 Work from Home Best Practice Tips to Guide your Remote Team to Success