DMG Consulting

APRIL 8, 2024

Predictive analytics is already being applied in several WFM modules to improve volume forecasts, project the likelihood of candidates to be successful in the contact center, anticipate employee attrition risks, and provide inputs for long-term planning and hiring.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

Fonolo

MAY 30, 2023

Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed. Promoting agent empowerment through self-service WFM tools often include self-service capabilities that are empowering for agents. You know where this leads!

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

NobelBiz

MARCH 5, 2024

The end goal is to foster a cycle of continuous optimization, leading to elevated customer experiences, enhanced agent morale and performance, and ultimately, a more streamlined and cost-efficient operation.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Tethr

OCTOBER 23, 2018

Without stealing too much thunder from the article, what T-Mobile teaches us is that it’s easy to say we care about frontline agent empowerment, but it’s something else entirely to actually put the customer experience into the hands of the front line. To quote their head of customer service, “We know we hire great people.

Agent Empowerment 48

Agent Empowerment Scripts Enterprise Customer centricity 48

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

CCNG

JANUARY 18, 2023

One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. Agents who feel empowered are comfortable making decisions on their own, which gives them a keen sense of ownership with every customer interaction. The concept is simple.

Agent Empowerment 195

Agent Empowerment CCNG Contact Center Morale 195

SharpenCX

JUNE 30, 2021

Invest in speech analytics and inline feedback tools. Both speech analytics and inline feedback tools can streamline your coaching. With inline training , give feedback and make notes on specific moments in customer-agent interactions. Use speech analytics to search through transcribed calls to focus your coaching sessions.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Talkdesk

NOVEMBER 29, 2017

Video #5: How Hotel Tonight, Caviar, and Evernote Build a Culture of Agent Empowerment. Tools like real-time performance tracking, Sentiment and Callbar lead to better conversations and superior customer experiences. Kalpana Chandrasekhar, VP of Customer Experience at HotelTonight. Chris Cheng, Head of Customer Success at Caviar.

Contact Center 40

Contact Center Agent Empowerment Cloud contact Sales 40

NICE inContact

AUGUST 25, 2016

Capabilities such as automation, analytics, workflow and verification have the ability to transform agent, customer and enterprise operations. To achieve any degree of agent empowerment, repeatable process workflows were built to fit technology, and usually with the support of a specialist, consultancy or pro-services staff.

Brand ambassadors 48

Brand ambassadors Agent Empowerment Contact Center Enterprise 48

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.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

SharpenCX

OCTOBER 8, 2019

We’ve been conditioned to understand that intelligent analytics give us a clear view of what’s happening with our business. At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. It’s time to use it. We’re here to help.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

SharpenCX

OCTOBER 8, 2019

We’ve been conditioned to understand that intelligent analytics give us a clear view of what’s happening with our business. At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. It’s time to use it. We’re here to help.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

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.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Global Response

MARCH 26, 2024

It even improves agent morale by enabling them to solve problems more effectively. Leverage customer feedback and data analytics. As with all customer satisfaction services, customer feedback and data analytics provide invaluable insight. Focus on integration, automation, agent empowerment, and continuous training.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

3CLogic

JANUARY 5, 2022

Perhaps the reason why is because agents have made it clear that they prefer a remote environment. This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment. Voice-Enabled Self-Service Will Give Valuable Time Back To Agents.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

CSM Magazine

JULY 14, 2022

Contact centre, UC and CRM vendors are rushing to develop or acquire workforce engagement solutions consisting of quality and workforce management, AI analytics and performance monitoring tools – albeit to a greater or lesser degree of success. Just be sure to check the label: is it true or fake cloud?

Management 59

Management Agent Empowerment Analytics Cloud contact 59

Tethr

AUGUST 4, 2020

Liberating your voice data, developing your agents and creating CX teams are some of the best ways to get there. Taking your call center to the next level when it comes to customer service and the overall customer experience is always important.

Coaching 71

Coaching Finance Call Center Enterprise 71

CSM Magazine

AUGUST 5, 2021

Here are five tactics to tackle these new complexities from an agent perspective: 1. Replace whiteboards with dashboards – the opportunity to benchmark self-performance is a fundamental part of agent empowerment and it shouldn’t stop just because the majority of agents are working from home.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

TechSee

MARCH 7, 2019

Deploying the most effective and sustainable VEA would require the integration of multiple technologies, such as interaction guidance, decision support, robotic process automation, workflow optimization and agent career path development. Current approaches to agent empowerment. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Calabrio

OCTOBER 15, 2019

This year we also launched our first-ever analytics competition , so there was even more to celebrate. The analytics competition celebrates companies using Calabrio Analytics to turn contact center data into compelling insights to drive results in their organizations. ANALYTICS COMPETITION WINNERS. THE ONE AWARDS WINNERS.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16

teleopti

SEPTEMBER 18, 2019

Take away the fear using WFM to build an insight-infused data strategy – data analytics and “power of thought” reporting provides business leaders with a great opportunity to process their data through WFM software and turn that data into valuable intelligence.

Management 57

Management Customer advocacy Employee engagement Self service 57