OrecX

JANUARY 23, 2019

Call recording software most certainly provides value to call center managers, supervisors and even business users in the form of customer intelligence, agent performance, sales and marketing data, etc. The same holds true for agents themselves. Suppose a customer claims one thing was said and the agent knows that isn't correct.

Agent Empowerment 76

Agent Empowerment Morale Call Center Best practices 76

Uniphore

JANUARY 14, 2022

Program Vice President, Customer Experience at IDC Research, Robert Padron, EVP and Chief Growth Officer at Arise and Vijai Shankar, Vice President, Product and Growth Marketing at Uniphore, to know: What are the AI and automation trends that are redefining customer experience? Robert Padron EVP, Chief Growth Officer at Arise.

Customer Experience 52

Customer Experience Agent Empowerment Analytics Best practices 52

DMG Consulting

APRIL 8, 2024

WFM solutions have changed significantly in the past few years, transitioning from applications intended to optimize and control agent schedules into systems that empower employees with greater levels of flexibility delivered via self-service. But this is just the start of many innovations being introduced into the WFM market.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

TechSee

JANUARY 8, 2019

Promotions management: When customers want promotional coupons applied to their account, agents must first ascertain that the coupon is valid and that it applies to the order in question. Proofs required: When a new subscription begins or a contract is renewed, agents require proof of identity to complete the transaction.

Agent Empowerment 167

Agent Empowerment Banking Customer Service Sales 167

DMG Consulting

SEPTEMBER 7, 2023

Workforce management solutions need to be able to accurately account for asynchronous interactions, such as emails or back-office functions, that can start and stop over a period of minutes, hours, days, or even weeks. Most of this is about agent empowerment and engagement.

Management 48

Management Real estate Agent Empowerment Enterprise 48

Callminer

AUGUST 1, 2017

Tyler Riddell is the Vice President of Marketing for eSUB with over 15 years of experience in Marketing, Product Management, Advertising, and Public Relations. He has a proven track record for successful go to market and corporate communication programs in multiple vertical tech markets. Tyler Riddell. Rachel Ivers.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Kayako

SEPTEMBER 9, 2022

It also gives the impression that the company is not organized and hasn’t prioritized resources to equip its agents to provide a better experience. A good customer service conversation includes attentive listening, recall of details, empathy, and agent empowerment to pull together resources for a quick resolution.

Customer Service 62

Customer Service Journey mapping Agent Empowerment Customer retention 62