Tethr

OCTOBER 23, 2018

But when you get down to it, this is just “empowerment window dressing” designed to make leaders feel good, or worse, to throw reps off the scent and make them feel their judgment is valued and their opinions matter. saying the customer’s name three times, thanking the customer for her loyalty, etc.).

Agent Empowerment 48

Agent Empowerment Scripts Enterprise Customer centricity 48

SharpenCX

JUNE 30, 2021

We have 6 scripts to stock in your knowledge base. 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. Train agents as a team.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

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

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

Talkdesk

MARCH 2, 2018

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. Worse, they are not connected with the call desktop, analytics suite or CRM solution. It is an impossible task for those who do not.

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 52

Coaching Average Handle Time Metrics Customer Experience 52