Call Recording: An Agent Empowerment Tool


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.

What to Look For When Choosing Agent Tools for Improved Agent Empowerment

Bright Pattern

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. Improved Agent EmpowermentIt’s no secret that contact center operations are becoming more complex.

Agent Empowerment: Putting Firstline Employees First in the Contact Center

Noble Systems

In its “ The Future of the Contact Center in 2019 ” report, CCW writes that customer contact leaders believe “the best way forward is to make sure the heart of customer centricity is not left in the past,” and that in 2019, they will emphasize agentempowerment.”

Customer Engagement Center Capabilities: Agent Empowerment and Engagement


According to Aspect’s Agent Engagement Survey, 78% of customer service reps who feel engaged are satisfied at their job, a full 16 points higher than the average and a whopping 54 points higher than those agents who don’t feel engaged. Engaged employees are happy employees.

How to Fearlessly Empower Your Contact Center Agents

Speaker: Jeff Toister, Employee Training Expert, Bestselling Author, Speaker

An ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience. Agents worry about doing the wrong thing and getting in trouble. Learn the tools to allow agents to deliver remarkable experiences.

Contact Resolution and Agent Empowerment will Increase Customer Loyalty


When I called, the customer service agent was profusely apologetic. Agent empowerment is part of the process. In my previous example, the agent didn’t have to put me on hold multiple times or call their supervisor.

Contact Resolution and Agent Empowerment will Increase Customer Loyalty


When I called, the customer service agent was profusely apologetic. Of course, organizations can’t always control through which channel a customer initially makes contact, but with good training, processes, and an omnichannel platform, your agent can easily escalate the issue to a phone call based on issue complexity before the customer becomes more frustrated or angry. Agent empowerment is part of the process.

Inside View: TCL North America

Contact Center Pipeline

Agent empowerment agent empowerment AHT average handle time call center contact center customer advocacy customer experience employee feedback QA processIf you are unfamiliar with TCL (The Creative Life), you probably won’t be for long.

Blending AI with Human Support

Contact Center Pipeline

Technology agent empowerment AI artificial intelligence call center contact center customer service machine intelligenceThe future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately.

Engaged Employees = Happy Customers

Contact Center Pipeline

Workforce Management agent empowerment call center Collaboration contact center employee engagement multichannel WFM workforce managementEmployee engagement is more than just a buzzword. Successful customer service organizations create a culture that encourages it.

Inside View: Travelzoo

Contact Center Pipeline

Customer Experience agent empowerment call center contact center contact center awards customer experienceThere are few things in life that inspire as much passion as travel. It has the power to change perspectives and transform lives. That’s why travel can typically be found at the top of New Year’s resolutions and bucket lists. Given the human tendency toward wanderlust, what is it that holds us back from pursuing […].

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Why Do You Need To Delight Your Agents?


Agents work round the clock and get frustrated with the same mundane task over the period of time, but industries forget to acknowledge that without them, it will be impossible to run a business. The post Why Do You Need To Delight Your Agents? Agent Empowerment UncategorizedIf you were to make 10 calls in an hour with no break, how would you feel?

Elevated CX Is Achieved by Empowering Agents Through Tools and Technology

Bright Pattern

So, it should come as no surprise that three out of five of our top tips for elevating the customer experience in enterprise contact centers are related to agent engagement and empowerment through tools and technology. The following are our five favorite ways to boost agent productivity: agent engagement agent empowerment

Why And How To Empower Customer Service Agents In Banking Contact Centers


We recently had an interesting discussion with a Customer Service Head of one of the leading banks in Africa, about how banking experience can be improved by empowering customer service agents with the right access to the backend applications for resolving customer queries efficiently.

Tech Support for IoT Gadgets Slashes Agent Training Time by 50% with Bright Pattern

Bright Pattern

agent engagement agent empowermentAs the fastest growing company in Texas, TruSource Labs relies on Bright Pattern to deliver innovative tech support services for Internet of Things (IoT) consumer products. TruSource Labs needed a technology partner that would continue to innovate with their growing company and support customer interactions on all the channels their high tech end users were wanting to use.

My Agent eXperience Selected as 2016 Customer Product of the Year


We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Agent Empowerment through real-time displays of agent performance, productivity and skills rankings metrics.

How to Show your Customer Service Agents You’re Thankful for Them


The holiday season is all about giving and on this Thanksgiving Eve there’s no better time to show your customer service and contact center agents how grateful you are for them. Earlier this year , we surveyed a large group of agents to learn about the true agent experience.

Overcoming Obstacles of a Remote Workforce


Advantages of the Cloud Best Practices General Using the inContact Platform Agent Empowerment At Home Agent CEUA few short decades ago handling the daily communications and operations of the workplace was completely different.

Should Customer Service be a Sales Channel?


There are many checks and balances in contact centers to ensure that renegade agents do not negatively impact customers or a company’s brand. Some recordings are reviewed by a quality management team who evaluate, score, and coach agents on their performance. While DMG does not have any insight into the specifics of Wells Fargo’s contact centers, it’s likely that agents were given sales and up-sell goals that were closely monitored by management.

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Common Chatbot Mistakes and How to Overcome Them: Part 4

Bright Pattern

In blog part 1 I shared how many companies are failing with the implementation of their chatbots because they neglect the ramifications a bot will have on the agent's experience.

Optimize Agent Performance with Live Actionable Intelligence


The two key drivers of this call center metric are agent effectiveness and agent empowerment. These make sense because the competency of service agents directly impacts 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.

Do you believe in frontline empowerment? Or do you just say that you do?


The first and most powerful marker of a listening enterprise is how a company treats its frontline employees—and namely, the level of empowerment they give to the frontline. Of course, like “ customer-centricity ,” the idea of “frontline empowerment” has become an over-used and fairly meaningless concept in the CX and customer service world. In fact, they take steps to avoid the temptation of telling, which they fear will inadvertently over-ride agent empowerment and judgment.

Are Your Contact Center Agents Empowered to Provide Great Customer Service?


We all want our agents to provide “great” service. 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? Agents Want to Solve Customer Issues – But Can They? Internal Processes Limit Agent Autonomy.

How to Empower Contact Center Agents


To keep agents organized and focused, managers may present them with a rigid protocol. However, good management is only part of ensuring agent success. Agent empowerment is equally essential, and that means giving agents a voice when establishing contact center practices. Here are five tips for empowering contact center agents to offer the best customer service possible. Give agents the best tools. Does the agent call a supervisor?

Quality Scores: Are They Really Necessary?

Customer Service Life

Like other KPIs, this is a metric that’s tracked and improved upon from the organizational level all the way down to each individual agent. The idea is that through consistent monitoring and coaching, agents will improve these scores and the quality of their customer service over time.

Transforming Citizen Experience


Contact centers need to recognize that, provide self-service tools and prepare agents to handle the more complex interactions that customers cannot solve. Because of the breadth of services spread across many department, the initial agent count could only be estimated.

3 Keys to Building Customer Engagement – Connect, Automate, Iterate


Capabilities such as automation, analytics, workflow and verification have the ability to transform agent, customer and enterprise operations.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency


Just by using software, you can scale from one customer representative agent to one thousand and back again without dealing with any downtime. Many agents end up with multiple tabs open on their screens, flipping between them to complete the inquiry generation process.

Stay in Sync with Effective Calibration


This process validates the effectiveness of individuals evaluating agent performance and improving customer service. For the executives, listening to calls and understanding the opportunities and obstacles of the agent provides better insight into performance and the customer experience.

Is Your Contact Center Ready for the New Year? Set Your 2018 Business Priorities with CCW Digital’s Winter Report


Tip: Invest in a Chatbot to help customers with everyday queries – for the best, most frictionless customer experience, make sure that customers can easily connect with a live chat agent should they find the automated assistance unhelpful. Improving the Agent Experience Ties for Fourth.