Tag: Contact Center Productivity

Key Components of a Customer Centric Contact Center

Research Desk

Did you knock your 2020 contact center KPIs out of the park? For many of us, 2020 has been a 12-month curve ball that none of us saw coming. An overnight shift to remote workforces, unprecedented call volumes, lost customer face time, and a state of constant change and ambiguity means many contact centers have struck out when it comes to delivering fast and efficient customer service. So how can organizations turn things around and get contact center performance back on track for 2021?

Watch this webinar with Keith Berg, General Manager for Contact Center Productivity at Upland Software, and Chris Stieber, Solutions Consultant for Upland Software where we’ll discuss new opportunities to ignite agent productivity, delight your customers, and excel in our new-world realities.

You’ll gain insights into…
  • How to perform a contact center health check, and what the outcomes mean for the year ahead
  • Critical components of an agile and responsive contact center strategy
  • The tools, technologies, and reporting mechanisms you need in place to make the best business decisions for 2021

Now is the time to set your agents up for success and ensure your contact center is a homerun in the year ahead.

The Ultimate Guide to Improving Contact Center Productivity

Research Desk

Today, 79% of high-performing customer service agents believe their role is more strategic than it was two years ago.* As the literal voice of your business, contact center agents have the power to shape customer experiences and impact revenue. And when contact center agents are engaged, motivated, and productive, they deliver a level of service that drives customer satisfaction, loyalty, and retention.

But customer expectations are rapidly evolving, and business leaders racing to keep up with new workforce dynamics. So how can you ensure your contact center is achieving peak productivity and delivering exceptional service and sales?

In The Ultimate Guide to Improving Contact Center Productivity eBook, you’ll discover 10 essential strategies for increasing agent productivity. From tried-and-true tactics like harnessing idle time and encouraging agent participation to more modern advances like leveraging AI and increasing agent autonomy, you’ll get actionable tips and takeaways you can implement at your contact center right away.

Download the eBook to get 10 innovative ways you can use to help engage and motivate your agents to perform at their peak.

*”State of Service”, Salesforce