Agent Empowerment Coaching Contact Center Self service 
Balto
DECEMBER 16, 2022
2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. With renewed focus on agent experience, ever-advancing AI capabilities, and the embrace of omnichannel solutions, contact center leaders face an exciting opportunity to best serve their customers in 2023.
Callminer
AUGUST 1, 2017
To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.
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NICE inContact
OCTOBER 3, 2017
When defining your service recovery processes, there are a few things to consider. It might be time for your contact center to shift its focus from obsessing over issue avoidance and focusing on issue resolution! Agent empowerment is part of the process. All channels are not created equal.
NICE inContact
OCTOBER 3, 2017
When defining your service recovery processes, there are a few things to consider. It might be time for your contact center to shift its focus from obsessing over issue avoidance and focusing on issue resolution! Agent empowerment is part of the process. All channels are not created equal.
Talkdesk
MARCH 2, 2018
Agent performance is, itself, a major challenge for contact centers. Even if all the strategic and systemic stars align, there is no guarantee the agents will actually be able to achieve optimal results. Internal systems/tools can have both positive and negative impacts on agent performance,” said Gadi Shamia.
Comm100
DECEMBER 1, 2017
For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.
3CLogic
JANUARY 5, 2022
Contact centers have come a long way over the last couple of decades, nearly unrecognizable to an agent from the 1990s. As technology continues to rapidly develop, contact centers will need to revisit the tools they use in order to keep up. Consider how the contact center landscape changed during 2021 alone.
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