Tag Archives: agent

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)

Veronica Krieg — May 18, 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 lack of effort, though. It’s because they don’t have … Continue reading 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)

Do Your Reports Spark Joy? Tidy Up Your Reports to Reduce Call Center Stress and Boost Agent Engagement

Laura Krajewski — March 3, 2020 I have a bad habit of biting my nails. I know, I know, I need to stop. Every couple of days I say to myself, this is it. I’m not going to bite them anymore. But then, I’ve got a handful of impending deadlines, a meeting I’m dreading with … Continue reading Do Your Reports Spark Joy? Tidy Up Your Reports to Reduce Call Center Stress and Boost Agent Engagement

Don’t Hold Back in the New Year: Conquer These 4 Call Center Projects and Boost your Agent and Customer Experience in 2020

Laura Krajewski — January 9, 2020 The ball dropped and like that, we’re in a new decade! Each new year comes with new goals. I’m not only talking about losing the 5 extra pounds we gained from eating all those Christmas cookies. And, I’m not referring to the resolution you made about watching just a … Continue reading Don’t Hold Back in the New Year: Conquer These 4 Call Center Projects and Boost your Agent and Customer Experience in 2020

3 Types of Call Center Agent Applicants You Shouldn’t Hire

by Suzanna Colberg April 1, 2016April 1, 2016 Your call center agents drive a great deal of your business’s success. In recent years, you’ve probably noticed less-than-stellar customer service interactions can go viral in a matter of hours. But when customer service goes right, the results can be seen everywhere from your profit margins to … Continue reading 3 Types of Call Center Agent Applicants You Shouldn’t Hire

Neither Shaken nor Stirred: The Blended Omnichannel Agent

Tom HustonApril 7, 2015 In the history of CX, there have never been more ways for agents to engage with customers than there are today. As new technologies emerge and integrate themselves into CX workflows, they’re expanding and enhancing the existing toolkit more than replacing old tools, granting both customers and support personnel more channels … Continue reading Neither Shaken nor Stirred: The Blended Omnichannel Agent

Agent Autonomy: Choose The Carrot, Not The Stick

Chow Li YingMarch 21, 2015 It’s hard to decide between the carrot and the stick when it comes to managing a customer service team.While it may be tempting to take on a authoritarian approach in handling your chat agents, sometimes the stricter regime doesn’t always guarantee greater success. In particular, the question of whether it … Continue reading Agent Autonomy: Choose The Carrot, Not The Stick