Noble Systems

JANUARY 29, 2019

.” 40 percent of executives surveyed said they plan to take steps to help agents spend less time preparing and more time actually connecting with customers, with 35 percent indicating that improving agents’ desktop/dashboard experience is a priority for the coming year.

Agent Empowerment 58

Agent Empowerment Contact Center Customer centricity Surveys 58

Noble Systems

JANUARY 29, 2019

.” 40 percent of executives surveyed said they plan to take steps to help agents spend less time preparing and more time actually connecting with customers, with 35 percent indicating that improving agents’ desktop/dashboard experience is a priority for the coming year.

Agent Empowerment 47

Agent Empowerment Contact Center Customer centricity Surveys 47

DMG Consulting

APRIL 8, 2024

The enhancements are valuable because they improve contact center performance, lay the groundwork for a new generation of cloud- and AI-based WFM solutions, and focus on employee empowerment to improve employee engagement and reduce agent attrition. These solutions were identified by 37.5

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

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

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

Global Response

MARCH 26, 2024

Leverage customer feedback and data analytics. As with all customer satisfaction services, customer feedback and data analytics provide invaluable insight. Review survey responses and analyze call recordings to understand why specific calls weren’t resolved the first time.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62