Calltools
APRIL 3, 2024
For example, your system could associate a phone number with the person’s name. When someone calls, your system can review the account’s history to address them by name and offer services that match their frequent needs. Agent Empowerment Empowering agents often means listening to them and taking their concerns seriously.
pindrop
FEBRUARY 12, 2020
Without appropriate customer data, personalization becomes a bridge too far. Personalization is more than just knowing the customer’s name. Customers expect you to know their personal information and service history and service when they reach out to you for support. . Check for Agent Empowerment .
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SharpenCX
JUNE 24, 2020
I keep tabs on a few forums where contact center agents share their frustrations (and successes) at work. My coworkers and I use these organic conversations to learn what matters to agents. These first-hand accounts help us feed info back into Sharpen to find solutions and improve their experiences at work. .
Callminer
AUGUST 1, 2017
Agent Desktops : Having a user-friendly desktop for agents so that they can efficiently have everything they need in one area is a great way to have a healthy AHT, and most importantly they can assist the customers efficiently and effectively. In return, the customer experience will improve and the agent frustration will be reduced.
Talkdesk
MARCH 2, 2018
Quickly, yet meaningfully connecting with a customer is difficult enough for agents who have the information they need. Agent empowerment is the key to performance. Great training is the key to agent empowerment. Unfortunately, some organizations struggle to deliver the training agents require.
SharpenCX
JULY 14, 2020
See, I was the last person on the shift. We were closing in 15 minutes and there was only one person left on my list to call. From namecalling to general personal insults, he just belittled me. Contact center agents are prone to burnout. Hold your customers accountable in that partnership. .
teleopti
JULY 15, 2019
Focus on how WFM improves work/life balance with schedules that take into account agent skills and personal preferences and are well-communicated in advance. Look for a solution that is easy to learn, easy to use and factors in cultural and personal needs to its algorithms.
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