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Agent Satisfaction May Be The Most Important Metric You’re Not Tracking

Newsflash: You might be tracking the wrong metrics in your contact center.

Leaders, like you, use metrics...

Your Frontline Agent Success is More Important than You Think: It’s Your Ascent to the Top Ranks of Customer Experience or It’s Your Downfall

Choosing to invest in your frontline agent success and happiness is choosing to deliver a better experience for your...

FCR Not Improving? Fix It With Happier Agents

A high first contact resolution (FCR) rate is the ultimate goal of almost every contact center – and...

Defining the Elements of Agent Experience: How to Measure Agent Performance and Well-Being and Use what you Find to Improve Employee Engagement

About a year ago, I went to the doctor because I kept getting these crazy headaches. They’d start right...

You’re Failing Your Agents But It’s Not Your Fault: Redefining Agent Performance to Supercharge Your Customer Service Experience

Putting old customer service strategies on repeat means also pressing repeat on the past 25 years of stalled...

Know How You Measure Up and See all the Difference: How your Team can Beat the Industry Standards of these Three Popular Call Center Metrics

Imagine if you’re a student and you’re in a class that has no rubric. Your assignments aren’t given...

3 Universal Ways to Deliver a Positive Customer Service Experience, No Matter What Good Customer Service Means to Your Customers

What does good customer service mean to you?

To me, it’s getting fast help from a friendly...

The 6 Live Chat Support Scripts You Need in Your Internal Knowledge Base to Prep Agents for Any Customer Conversation

I spend most of my work days on the computer, so when I need to contact a company,...

A Data Framework to Find (and Fix) Gaps in Your Call Center Technology and Customer Experience

Data. Analytics. Usability. Omnichannel strategy. If you’re a contact center leader, you probably hear – and use –...