Tethr

OCTOBER 23, 2018

At the end of the day though, the company still believes it knows what’s best for customers and wants the frontline to adhere to the policies, processes and scripting it has prescribed. In fact, they take steps to avoid the temptation of telling, which they fear will inadvertently over-ride agent empowerment and judgment.

Agent Empowerment 48

Agent Empowerment Scripts Enterprise Customer centricity 48

Callminer

AUGUST 1, 2017

Proper training : Giving proper training to agents in the beginning is very important as they will learn how to resolve certain issues and have the proper knowledge of the campaign. This will improve campaign performance overall including agents’ service levels. Interactive agent scripts from Zingtree solve this problem.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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 Customer Experience Metrics 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 Customer Experience Metrics 52