Noble Systems

JANUARY 29, 2019

But despite innovations like omnichannel and artificial intelligence, the importance of providing firstline employees with the tools to deliver optimal customer experiences has not changed. CCW’s research validates Belmont’s assertion and crystalizes customer-centric organizations will seek to create happy, engaged, productive agents.

Agent Empowerment 58

Agent Empowerment Contact Center Customer centricity Surveys 58

Noble Systems

JANUARY 29, 2019

But despite innovations like omnichannel and artificial intelligence, the importance of providing firstline employees with the tools to deliver optimal customer experiences has not changed. CCW’s research validates Belmont’s assertion and crystalizes customer-centric organizations will seek to create happy, engaged, productive agents.

Agent Empowerment 47

Agent Empowerment Contact Center Customer centricity Surveys 47

Talkdesk

MARCH 2, 2018

By succumbing to some common challenges, today’s organizations turn the already difficult task of agent performance into an utterly impossible one. They may appreciate the qualitative idea of customer centricity, but they require a quantitative structure to guide their behavior. Agent empowerment is the key to performance.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40