Blog - Page 2 of 20 - Sharpen Contact Center Software

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Find your dose of customer service statistics below!

Customer Service Statistics that Prove You Need to Invest in Customer Happiness

January 8, 2019 (January 15, 2019)

Happy customers give your business longevity. They boost your reputation and have a lifetime value up to 10 times the amount of a one-time customer. They’re more likely to become repeat purchasers and have the added chance of converting to…

Customer Experience | 8m read

How to prioritize your time step one: read this article

How to Prioritize Your Time and Find Balance in Your Contact Center

January 3, 2019 (January 9, 2019)

Flash forward: it’s December 31, 2019. You’re looking back on what you’ve done this year. How do you feel about your accomplishments? Did you solidify a plan to advance your career? Did you finally give your company the CSAT score…

Leadership | 6m read

how to keep employees engaged: the tell-all secrets, complete with an image you can't see.

How to Keep Employees Engaged by Celebrating Micro Wins

December 27, 2018 (December 20, 2018)

You know the moment when you finish your morning meeting with 30 minutes to spare? Or, when you snag a donut and still make it to work on time? Better yet, when one of your agents wraps up a case…

Agent Experience | 5m read

Vibrant: The winners in banking customer satisfaction

Vibrant + Sharpen Customer Story

December 19, 2018 (December 19, 2018)

Vibrant uses Sharpen to operate more efficiently and live out a people-centric vision. Happy employees are the key to your company’s success. It’s this keen focus on people that Vibrant Credit Union holds true with everything they do. From the…

Customer Experience | 4m read

Coaching Starts At Onboarding

December 14, 2018 (January 11, 2019)

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 (January 11, 2019)

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

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 (January 11, 2019)

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 (January 11, 2019)

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 (January 11, 2019)

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 (January 11, 2019)

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…