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.

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Contact Center Agent Empowerment Self service Scripts 52

Calltools

APRIL 3, 2024

Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care. They can also help your contact center process more calls.

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Contact Center Interactive Voice Response Agent Empowerment Self service 52

SharpenCX

AUGUST 8, 2018

In case you missed it, we’re recapping last week’s Agent Empowerment Webcast presented by Blair Pleasant of BCStrategies. We unpacked the idea of agent empowerment and what it means for customer satisfaction. Plus, we gave an introduction to BCaaS.

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Agent Empowerment Contact center software Enterprise Contact Center 52

LiveVox

APRIL 4, 2022

Welcome to the age of agent empowerment. The post How Quality Management Can Empower and Engage Your Contact Center Agents appeared first on Livevox.

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Quality management Contact Center Agent Empowerment Management 88

SharpenCX

MARCH 12, 2019

Yet, too many companies fail to put their people first and give their agents the support needed to deliver stellar service. The post How Agent Empowerment Impacts Your Customer Service Experience appeared first on Sharpen Contact Center Software. Creating positive experiences for your customers.

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Agent Empowerment Customer Service Contact center software Contact Center 52

Noble Systems

JANUARY 29, 2019

Advancements in technology have contact centers light years ahead of where they were five – even two years ago. Businesses that continue to ignore the needs of firstline employees – such as contact center agents – do so at their own peril. Agent Experience Demands No Friction and Easy Access to Data.

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Agent Empowerment Contact Center Customer centricity Surveys 47

Fonolo

JANUARY 14, 2021

Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. 3 Reasons Why Agent Satisfaction is the New Customer Satisfaction.

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Contact Center Agent Empowerment Morale Coaching 150

Bright Pattern

AUGUST 8, 2018

It’s no secret that contact center operations are becoming more complex. An increasing number of channels, combined with multiple CRM systems and homegrown applications, makes it increasingly difficult for contact centers to manage data and serve up the right information, at the right time, to agents.

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Agent Empowerment CRM Contact Center Management 102

Contact Center Pipeline

JULY 21, 2021

As we turn the page to a new year, and in the spirit of new beginnings, I’d like to challenge managers and leaders to consider alternative approaches to drive innovation and business change. Change must bubble up from within an organization, not merely cascade down from above, because in the next two years we’ll witness […].

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Contact Center Management Agent Empowerment Feedback 321

NICE inContact

OCTOBER 3, 2017

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. The post Contact Resolution and Agent Empowerment will Increase Customer Loyalty appeared first on inContact Blog.

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Agent Empowerment Benchmark Contact Center Coaching 60

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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Contact Center Call Center Average Handle Time Real estate 334

NobelBiz

FEBRUARY 19, 2021

Going into 2021, we can foresee a few things in the contact center space that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment. The post VIDEO & ARTICLE: Top Contact Center Trends in 2021 appeared first on NobelBiz®.

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Contact Center Agent Empowerment Personalization Customer Experience 52

NICE inContact

OCTOBER 3, 2017

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. The post Contact Resolution and Agent Empowerment will Increase Customer Loyalty appeared first on inContact Blog.

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Agent Empowerment Benchmark Contact Center Coaching 48

JustCall

MARCH 9, 2023

This is how important customer experience is, especially in the context of contact centers. While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well.

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Contact center software Contact Center call center software contact center solutions 52

VocalCom

MARCH 12, 2018

The contact center is, without question, an intense environment. To keep agents organized and focused, managers may present them with a rigid protocol. However, good management is only part of ensuring agent success. Here are five tips for empowering contact center agents to offer the best customer service possible.

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Contact Center Agent Empowerment Interactive Voice Response Contact center software 91

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Some contact centers experience almost no turnover at all.

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Agent burnout Contact Center Gamification Agent Empowerment 68

DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions. The Report analyzes WFM market activity and provides 5-year projections.

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Consulting Consulting Enterprise Agent Empowerment 59

pindrop

FEBRUARY 12, 2020

The 5-Point Customer Experience Health Check for Contact Centers. Often when thinking about customer experience most of the thought is dedicated to the online experience, but what about the contact center? Check for Agent Empowerment . Fight for Agent Embetterment. Does Your CRM Need TLC?

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Contact Center Customer Experience Agent Empowerment Call flow 52

NICE inContact

DECEMBER 12, 2016

When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service?

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Contact Center Agent Empowerment Customer Service Finance 74

Talkdesk

NOVEMBER 9, 2017

When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. Every customer base is unique and requires a unique blend of problem solving skills and contact center tools.

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Agent Empowerment Contact Center Metrics Best practices 40

Talkdesk

NOVEMBER 9, 2017

When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. Every customer base is unique and requires a unique blend of problem solving skills and contact center tools.

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Agent Empowerment Contact Center Metrics Best practices 40

WiserOwl Blog

DECEMBER 9, 2022

One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. Agents who feel empowered are comfortable making decisions on their own, which gives them a keen sense of ownership with every customer interaction. The concept is simple.

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Agent Empowerment Contact Center 52

Talkdesk

JULY 15, 2019

I recently had the pleasure of joining a podcast with Jon Arnold , Principal at J Arnold & Associates, on the topic of Extending the (Cloud) Value Proposition Beyond the Contact Center. . Jon: With our broad focus being about cloud-based contact centers, let’s start with the state of things up ‘til now.

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Contact Center Agent Empowerment Enterprise Metrics 53

Edify

OCTOBER 13, 2020

“I’m so happy I was able to help you today, ma’am!” Well, actually, you didn’t.

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Agent Empowerment Scripts Customer Service contact center solutions 52

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5 percent and 50.0 percent and 50.0

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Self service Agent Empowerment Contact Center Gamification 48

Talkdesk

NOVEMBER 29, 2017

As 2017 comes to a close, call centers are busier than ever fielding calls from customers and planning for the new year. Video #1: 5 Crazy Ideas for Transforming Your Contact Center. Gadi Shamia reveals five opportunities for contact center leaders to use technology to deliver a truly unique customer experience.

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Contact Center Agent Empowerment Cloud contact Sales 40

Vistio

NOVEMBER 7, 2022

Talking with Jakob Mattice today about the amazing themes from the ICMI Contact Center Expo in Orlando. Let’s dive in to some of the ideas we share at the conference, namely our focus on Agent Satisfaction as our main metric. [ Meeting in person, building community and networking with so many great colleagues was so inspiring.

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Metrics Agent Empowerment Automotive Contact Center 52

Talkdesk

NOVEMBER 9, 2017

When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. Every customer base is unique and requires a unique blend of problem solving skills and contact center tools.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

TechSee

APRIL 16, 2019

Many of us have worked in contact centers. Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they’re not getting what they need. What Matters Most to Contact Center Managers. Proactivity is Key.

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Call Center Contact Center Agent Empowerment Coaching 126

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

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Call Center Contact Center Abandon rate Average Handle Time 59

Taylor Reach Group

APRIL 27, 2020

Similarly, not empowering agents with the authority to resolve issues also creates friction and unpleasant outcomes for the agent and customer alike. Incredibly, many organizations limit agent empowerment in the mistaken belief that the agents cannot be trusted with making such decisions.

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Agent Empowerment Consulting Consulting Coaching 137

NICE inContact

APRIL 9, 2019

While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. For this reason, most contact centers record their agents’ calls. Agent coaching and development.

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Agent Empowerment Coaching Contact Center Quality management 55

Contact Center Pipeline

SEPTEMBER 13, 2022

It is a common misconception that retaining valuable contact center agents is as simple as a salary increase. Sure, salary is a key driver when agents are considering jumping to new roles, but it’s certainly not the only factor.

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Contact Center Agent Empowerment 147

CafeX

AUGUST 2, 2017

Research by CFI Group in 2017 shows that the contact center satisfaction index (CCSI) remains at a low point of 68 (as measured on a 0-100 scale) in the private and government sectors. The two key drivers of this call center metric are agent effectiveness and agent empowerment.

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Agent Empowerment Government Contact Center Call Center 54

DMG Consulting

SEPTEMBER 7, 2023

These applications have always been one of the leading productivity tools in contact centers. AI technologies are being used to create smart applications for agent self-service to find the right balance between employee and contact center needs. Most of this is about agent empowerment and engagement.

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Management Real estate Agent Empowerment Enterprise 48

NICE inContact

FEBRUARY 23, 2016

Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions. Agent Empowerment through real-time displays of agent performance, productivity and skills rankings metrics.

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Agent Empowerment Multi-channel support Contact Center Cloud contact 50

Toister Performance Solutions

APRIL 30, 2020

And if your contact center is doing this to customers, you're also wasting precious handle time by not empowering your agents to serve people faster. But first, let’s look at how contact centers are wasting time. How do contact centers waste time? How do contact centers waste time?

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Average Handle Time Interactive Voice Response Agent Empowerment Contact Center 83