OrecX

JANUARY 23, 2019

Liability - With their calls being recorded, agents have a record to prove what they said and did on a particular call, should their actions ever come into question. Suppose a customer claims one thing was said and the agent knows that isn't correct. He/she can access the call to prove what really happened and avoid accountability.

Agent Empowerment 76

Agent Empowerment Morale Call Center Best practices 76

Fonolo

MAY 30, 2023

Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed. Promoting agent empowerment through self-service WFM tools often include self-service capabilities that are empowering for agents. That’s a goal on every call center manager’s radar these days!

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

SharpenCX

APRIL 29, 2020

Apply the increase to your peak season in 2020, and you can forecast at least 2500 interactions per day (without accounting for any other business changes). Because productivity without engagement is another key contributor to agent burnout – the Rube Goldberg Machine of bad outcomes. Account for PTO and vacation time, too.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

JULY 14, 2020

And the average call center agent lifespan is just three years. . Turnover is expensive and takes a toll on morale. How frustrating to pour time and energy into your agents and be unable to retain them because of the toll of stress. Hold your customers accountable in that partnership. .

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

Global Response

MARCH 26, 2024

It even improves agent morale by enabling them to solve problems more effectively. Chatbots and virtual assistants : AI-powered chatbots can handle routine inquiries and simple tasks, such as account inquiries, balance checks, and FAQs, freeing human agents to tackle more complex issues.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Virtual Employee Assistants (VEA) – or digital buddies – have been tapped as an effective solution to help contact centers both support and motivate their agents.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

SharpenCX

NOVEMBER 3, 2020

Your agents feel secure in their roles when they trust your leadership and have the knowledge they need to do their jobs well. Read Next] How agent empowerment impacts customer service. In a fast-paced environment that’s always changing, you have to go the extra mile to build trust and empowerment with your team.

Call Center 67

Call Center Agent Empowerment Management Coaching 67