Ditch the Script? Agent Empowerment Improves Customer Service

Edify

Agent cloud solutions Agent Experience Contact Center Solutions call center software agent effort dynamic scripting“I’m so happy I was able to help you today, ma’am!” Well, actually, you didn’t.

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.

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Call Recording: An Agent Empowerment Tool

OrecX

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. Sure, it is true that many agents don't like the fact their customer interactions are being recorded. Looking at call recording from a different perspective, however, sheds a whole new light on its potential value to agents.

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.” Businesses that continue to ignore the needs of firstline employees – such as contact center agents – do so at their own peril. Agent Experience Demands No Friction and Easy Access to Data.

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.

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. Still, the majority of agents said they plan on staying with the company where they are currently employed. Ready access to all agent status and performance data as well as WFO applications. Engaged employees are happy employees.

Contact Resolution and Agent Empowerment will Increase Customer Loyalty

NICE 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.

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.” Businesses that continue to ignore the needs of firstline employees – such as contact center agents – do so at their own peril. Agent Experience Demands No Friction and Easy Access to Data.

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.

How Agent Empowerment Impacts Your Customer Service Experience

SharpenCX

Yet, too many companies fail to put their people first and give their agents the support needed to deliver stellar service. The post How Agent Empowerment Impacts Your Customer Service Experience appeared first on Sharpen Contact Center Software. Agent Experience Customer ExperienceThere’s a disconnect in customer service. People are responsible for providing incredible service.

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. Although the brand is a worldwide leader in TV sales, until recently, it remained relatively unknown in the United States. In 2014, TCL’s leadership team made a commitment to change that. Their goal: To become the No.

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. The publicity has been a bit unsettling, though, given the tendency to couple the acronym AI with the word “replace”—as in “AI Will Replace Half of All Jobs in the Next Decade” or “Could […].

Training Your Call Center Agents to Sound the Alarm on Harassment in Abusive Customer Interactions Instantly Can Fuel Your Agents’ Empowerment

SharpenCX

I was the only agent left in the call center and I was completely unprepared to take on the nastiness of the customer. Don’t get me wrong, I know working as a call center agent isn’t necessarily a glamorous job. Customers tend to reach out when they’re upset, so agents are taking the brunt of their frustrations. Download Now: Your agents’ experience matters. Learn about the business impact of providing a better agent experience. This wears on agents.

How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency

Talkdesk

Support agents represent the name and face of your business. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. Empowering your agents to provide top-notch service requires a balance of enforcing high standards and giving agents the freedom to act independently. How do you find quality agents in the recruiting process?

How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency

Talkdesk

Support agents represent the name and face of your business. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. Empowering your agents to provide top-notch service requires a balance of enforcing high standards and giving agents the freedom to act independently. How do you find quality agents in the recruiting process?

Turnover… But Not the Good Kind

Contact Center Pipeline

Agent Retention agent development agent empowerment agent retention agent turnover call center contact center job quality labor costs trainingThe word “turnover” can make either your mouth water or your head hurt. Blueberry turnovers are one of my favorite sweets in the summer… freshly picked wild blueberries wrapped up in puff pastry and baked to a flaky golden brown. Yum yum!

Don’t Make Customers Wait: Smart Solutions for Balancing Demand with Finite Resources

Contact Center Pipeline

Staffing agent empowerment call center call triage contact center FCR first-contact resolution gig economy managing call volume queue dynamics service delivery staffing wait timeSome people believe that changing technology is behind the disruption that’s roiling markets. But attributing disruption to technology is dead wrong—disruption is really driven by changing customer needs. From fast fashion to smartphones, only companies that truly understand their customers can succeed.

How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency

Talkdesk

Support agents represent the name and face of your business. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. Empowering your agents to provide top-notch service requires a balance of enforcing high standards and giving agents the freedom to act independently. How do you find quality agents in the recruiting process?

Dealing with Irate Callers: Providing Post-Call Support

Contact Center Pipeline

In a previous blog post, I provided tips to help managers and team leaders prepare their frontline agents to handle irate callers. It’s also important to provide support for your agents after an irate call: An upset agent can actually cause their next caller to become irate. Agent empowerment agent empowerment agent morale call center call escalation contact center irate callers

Empowered Agents: A Key to Customer Satisfaction

Contact Center Pipeline

According to a study from Customer Experience Management, 71% of agents do not have the authority to satisfy a customer. With high attrition comes the need to limit the authority of agents—whereas experience generates knowledge and judgment as well as an understanding of what is best for the customer and organization. Agent empowerment agent empowerment call center call scripts contact center knowledge base Knowledge Management

Empowerment Drives Continuous Improvement Mindset

Contact Center Pipeline

Empowering agents […]. Agent empowerment agent empowerment call center contact center continuous improvement hiringWe operate in a fast-changing business environment. The processes that work well today can quickly become unwieldy and undercut your center’s performance tomorrow.

Setting up a BPO in Philippines? Here’s How You Can Stay Ahead of the Competition!

Ameyo

ACD Agent Empowerment Agent Productivity Agent Routing AI Auto Dialer Automatic Call Ditribution Uncategorized BPOs in Philippines Call Center Software for BPO customer service software

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. Engaged employees are more enthusiastic about their contribution to the business and, ultimately, increase the level and consistency of service provided to their clients.

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 […].

If your frontline isn’t empowered, your customers feel it.

Tethr

Customers can easily identify an unhappy agent and it’s a bad look for the organization. The first and most powerful marker of a listening enterprise is how a company treats its frontline employees—and the level of empowerment they give to the frontline.

Liberating your voice data and other strategies to up your CX game

Tethr

Liberating your voice data, developing your agents and creating CX teams are some of the best ways to get there. Empower your agents. Agents must be empowered to come up with their own solutions.

Inside View: CARiD

Contact Center Pipeline

Agent Engagement Inside View agent empowerment agent engagement call center contact center customer experienceWhen you think of brands that deliver service that “wows” customers, an automotive aftermarket parts and accessories business may not be the first thing that springs to mind. CARiD is working to change that. The online retailer is focused on providing an engaging customer experience similar to the type of personal attention offered by a […].

Inside View: MOO

Contact Center Pipeline

Inside View agent empowerment call center call center awards contact center culture live chat self-serviceOnline print and design company MOO launched in 2006 with a compelling vision: To disrupt the trillion-dollar global print industry by delivering cost-effective yet superior design and a world-class experience via the web. The company has much to celebrate, given its remarkable growth and achievements over the past decade. MOO has won multiple Webby awards […].

The Road to Hell Is Paved with Good Intentions

Contact Center Pipeline

Customer Service agent empowerment agent soft skills call center contact center customer service problem resolutionMy mother had a lot of children… 10 to be exact. She had multiple means of teaching this brood of children acceptable social behaviors. These included metaphors, analogies and idioms. I recall an idiom she offered me when I spent the birthday money my aunt sent but had not written a thank-you note. While I […].

Employee Advocacy: Common Missteps to Avoid

Contact Center Pipeline

Agent Engagement agent empowerment call center contact center culture employee advocacy social mediaWhile a successful employee advocacy program can boost your company’s credibility, visibility and even revenue, the reality is that many companies attempt to launch one without ensuring that the key elements are in place. The following are some of the more common mistakes to avoid. Not having a clear gauge of employees’ views of the […].

Elements of an Employee Advocacy Program

Contact Center Pipeline

Agent Engagement agent empowerment call center contact center culture employee advocacy social mediaIf you are considering rolling out an employee advocacy program, there are a few critical core elements that need to be in place to be successful. According to Christopher Hannegan, Edelman’s executive vice president, U.S. Practice Chair, Employee Engagement, it boils down to four areas: The content and information that you want employees to share. […].

Employee Advocacy Is Rooted in Culture

Contact Center Pipeline

Culture agent empowerment call center contact center culture employee advocacy social mediaBusinesses pour an incredible amount of time and budget into creating positive buzz on social media. While tweeting, liking and sharing have been largely the domain of marketing and social media teams, more companies are encouraging their employees to become brand ambassadors using their personal social networks. It’s called employee advocacy, which is not a […].

Quick Tip: Consider an Internal Advocacy Program

Contact Center Pipeline

Agent Engagement Quick Tips agent empowerment call center contact center culture employee advocacy social mediaEmployee advocacy can be very impactful if there is a really clear and articulated business case for the program, and if every element of the program is anchored in the business case, says Christopher Hannegan, Edelman’s executive vice president, U.S. Practice Chair, Employee Engagement.

4 Key Drivers of Agent Engagement

Contact Center Pipeline

What is it that makes the agents in certain contact centers especially enthusiastic about their jobs and more committed to delivering a high-quality customer experience on call after call? Agent Engagement agent empowerment agent engagement call center contact center customer satisfaction voice of the customer

Technology to Empower Agents: Intelligent Desktops

Contact Center Pipeline

An empowered work environment is one in which agents have a sense of ownership over their work and the right tools to do their job efficiently and effectively. While empowerment can be applied through processes and policies, technology can also empower frontline staff to increase their productivity, performance and engagement. In many contact centers, agents […]. Technology agent empowerment call center contact center first-contact resolution intelligent desktops

Inside View: HomeServe USA

Contact Center Pipeline

Customer Experience Inside View agent empowerment call center contact center customer experience customer feedback service excellence trainingIn recent years, some service providers have subscribed to the theory that companies should strive to provide a level of customer service that is just “good enough,” and should not spend the effort or resources trying to delight their customers. Customers will be satisfied if you just get the basics right, they say. Rob Judson […].

Empower Frontline Staff with QM Tools

Contact Center Pipeline

How are leading-edge contact centers transforming their quality management tools to empower agents? Quality agent empowerment call center contact center QM quality managementCalabrio Innovation Center Manager Brad Snedeker identified the following four key trends.

The Top 5 Posts in May

Contact Center Pipeline

Other hot topics for the past month included a WFM excel trick for counting days, findings from our recent Contact Center Training Poll, advice for empowering agents, and the […]. Featured agent empowerment attendance call center contact center proactive service schedule adherence WFM workforce management

Manage Change by Listening

Contact Center Pipeline

Lack of empowerment Lack of information Lack of the basic knowledge needed […]. Agent Engagement agent empowerment agent engagement agent retention call center change management contact centerHave you ever heard the saying, “There’s a reason we have two ears and one mouth”? I work with many companies looking to decrease attrition, and the same set of three problems shows up again and again in the initial employee engagement surveys.

Why Do You Need To Delight Your Agents?

Ameyo

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?