Agent Efficiency Archives

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Feb 4, 2021

CRM Selection Checklist: How to Find the Right Customer Engagement Solution for You

Looking for a customer engagement CRM solution, or looking to switch to a new one? Here are some ideas to help get your research started.

Call Center Automation: 7 Ways Email Automation Impacts Customer Care & Beyond

Call center automation impacts more than just customer care. Specifically, email process automation can make a huge difference in the workflow of multiple teams.

AI Customer Service: How It’s Helping Brands Boost CX

Artificial intelligence is helping brands elevate customer service and meet customers' growing expectations for fast, efficient support.

Customer Service Response Templates: 8 Do’s and Don’ts for Replying to Customer Emails

Email templates give agents a solid jumping-off point and enable faster replies. Follow these tips to make sure your customer service email responses are on point.

4 Ways Brands Can Prepare for a Second Wave of COVID-19

In the event of a second wave of COVID-19, brands must prepare to best support and inform customers and empower employees.

Live Chat Best Practices for Better Customer Conversations

Learn 5 key ways to connect with your digital customers for improved support experiences.

First Call Resolution: 6 Practical Tips for Improving Your FCR

Agents are handling a higher proportion of complicated issues, so how can you make sure your first call resolution rate stays high?

Why It’s Time for Customer Service to Embrace Next Best Action

The time has come for next best action to have its moment in the spotlight, and here's why.

Time to Ditch Your Customer Service Auto Reply Emails for Something Better

Both auto-reply emails and email virtual assistants respond to customer inquiries. But only virtual assistants actually resolve customer issues quickly and accurately.

9 Important Call Center Industry Standards & How to Beat Them

How do you stack up against industry benchmarks for response times and agent efficiency metrics?

Customer Service Skills Training: 5 Best Practices You Should Be Following

Leverage these tips and best practices to create a better experience for agents and customers alike.

How to Pull Insights from Your CRM – Part I: Operational Insights

What contact center operational efficiency metrics offer insights on customer satisfaction, and how do you find them in your CRM software?

14 Call Center KPIs You Absolutely Need to Track

Which metrics are most important to measure your team's effectiveness and highlight areas to improve?

What is Robotic Process Automation (RPA) and What Does It Have to Do with Customer Care?

Learn how robotic process automation, or RPA, can make a positive impact on the customer experience.

Closing the Customer Feedback Loop: 6 Essential Elements You Need

Closing the feedback loop successfully and efficiently requires having the right elements in place. Here are six of them.

5 Reasons Integrated Agent Knowledge is Essential for Customer Case Management

Optimize your agent desktop experience by embedding valuable knowledge tools directly into their workflow.

Can Chatbot Escalation Be a Two-Way Street?

How do you feel about human agents working back and forth with customer service bots?

CRM Quality Assurance: 4 Steps to Cleaner Data Using Artificial Intelligence

There's a better way to ensure 100% of your cases are accurately coded. Clean up your data using automation.

5 Ways to Minimize Agent Turnover in Your Contact Center

Dealing with upset customers every day is no picnic. Here's how to improve agent engagement and reduce turnover.

Blog

Agent Efficiency

Building Customer Loyalty: 3 Unexpected Ways Email Automation Can Help

Closed-Loop Feedback: How to Get More From Your Surveys (and Delight Customers)

Want More Efficient Customer Service? Stop Doing These 5 Things

CRM Selection Checklist: How to Find the Right Customer Engagement Solution for You

Call Center Capacity Planning: 3 Ways Automation Can Help

Call Center Automation: 7 Ways Email Automation Impacts Customer Care & Beyond

Customer Service Response Templates: 8 Do’s and Don’ts for Replying to Customer Emails

4 Ways Brands Can Prepare for a Second Wave of COVID-19

Live Chat Best Practices for Better Customer Conversations

First Call Resolution: 6 Practical Tips for Improving Your FCR

Why It’s Time for Customer Service to Embrace Next Best Action

Time to Ditch Your Customer Service Auto Reply Emails for Something Better

9 Important Call Center Industry Standards & How to Beat Them

Customer Service Skills Training: 5 Best Practices You Should Be Following

What You Need to Know About Transitioning to Work-from-Home Customer Service

How to Pull Insights from Your CRM – Part I: Operational Insights

14 Call Center KPIs You Absolutely Need to Track

What is Robotic Process Automation (RPA) and What Does It Have to Do with Customer Care?

Closing the Customer Feedback Loop: 6 Essential Elements You Need

5 Reasons Integrated Agent Knowledge is Essential for Customer Case Management

Can Chatbot Escalation Be a Two-Way Street?

CRM Quality Assurance: 4 Steps to Cleaner Data Using Artificial Intelligence

5 Ways to Minimize Agent Turnover in Your Contact Center