JustCall

APRIL 9, 2024

External events: Events such as product launches, service outages, or industry developments may trigger a surge in calls. It allows you to schedule the right number of agents for each interval. Call monitoring Install real-time call analytics dashboards. So, what can you do during these phases? > Don’t just take our word.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

DMG Consulting

APRIL 8, 2024

Deep neural networks are used in employee self-service modules to generate simulations that automate processes for time-off requests, event scheduling, shift swaps, and more. This emerging WFM module is a critical piece in enabling the scheduling flexibility and self-service capabilities necessary to attract and retain agents.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

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

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

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

Calabrio

OCTOBER 15, 2019

This year we also launched our first-ever analytics competition , so there was even more to celebrate. This event is the perfect opportunity to let our customers shine by turning the spotlight on the successes they have achieved using Calabrio. Getronics has used Calabrio solutions for 10 years and is implementing Calabrio Analytics.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16