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.

Customer Engagement Center Capabilities: Agent Empowerment and Engagement

Aspect

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.

Fulfilling the Promise of Agent Empowerment [Webcast Recap]

SharpenCX

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. The post Fulfilling the Promise of Agent Empowerment [Webcast Recap] appeared first on Sharpen Contact Center Software. Plus, we gave an introduction to BCaaS.

Contact Resolution and Agent Empowerment will Increase Customer Loyalty

inContact

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

inContact

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: 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 […].

Travel 100

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

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

inContact

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

Aspect

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

inContact

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?

DMG

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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Optimize Agent Performance with Live Actionable Intelligence

CafeX

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.

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

inContact

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

VocalCom

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.

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

inContact

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

Stay in Sync with Effective Calibration

inContact

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.