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.

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.

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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.

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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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.

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.

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.

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.