Tethr

OCTOBER 23, 2018

A great example of a company that gets empowerment right—and a perfect illustration of the difference between real empowerment and fake empowerment—is T-Mobile. 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

Playvox

FEBRUARY 2, 2022

Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture. ENJOYING THIS ARTICLE? Sign up for our newsletter.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

DMG Consulting

SEPTEMBER 7, 2023

Workforce Management for the 21st Century: Helping Deliver a Great CX View this article on the publisher’s website. But to ensure that they have enough seats, companies want workspace allocation capabilities that enable agents to reserve a seat when they are in the office. Most of this is about agent empowerment and engagement.

Management 48

Management Real estate Agent Empowerment Enterprise 48

Customer Service Life

DECEMBER 15, 2017

This article originally appeared on CustomerThink.com as part of my monthly Advisor column on November 10, 2017. Tracking how the team and individuals are performing on the different areas of the quality form will give you a better idea of where coaching, training, and agent empowerment efforts should be focused. What’s next?

Coaching 74

Coaching Agent Empowerment outsourcing Contact Center 74

SharpenCX

JUNE 30, 2021

We’ve compiled a list of some of our best tools, resources, and articles to guide you through three major projects. There’s an upfront time investment, but then your agents can fly solo more often. Internal knowledge bases hold all of your processes, answer basic questions, and give agents helpful videos and articles.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Contact Center Pipeline

SEPTEMBER 10, 2019

However, I realize that if you are reading this article, you are not […]. Blueberry turnovers are one of my favorite sweets in the summer… freshly picked wild blueberries wrapped up in puff pastry and baked to a flaky golden brown.

Agent Empowerment 124

Agent Empowerment Contact Center Call Center 124

NobelBiz

MARCH 5, 2024

This article will be your ultimate guide on call center reporting, where we’ll take you through how Nobelbiz’s cutting-edge capabilities are redefining what it means to excel in customer service.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

SharpenCX

OCTOBER 29, 2019

A recent HBR article, Don’t Let Metrics Undermine Your Business , outlined the adverse effects of giving metrics too much weight. Whatever the case may be, it all boils down to agent empowerment. Look to your escalation rate to see which agents are handing over calls. Even worse, they may have reached the point of apathy.

Metrics 64

Metrics Call Center Customer Service Coaching 64

LiveVox

APRIL 23, 2019

In a recent article entitled, “Why your call center is only getting noisier”* by McKinsey and Company, a business consultant group specializing in business transformation, McKinsey consultants discuss two reasons why the.

Consulting 40

Consulting Consulting Contact Center Call Center 40

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

NobelBiz

FEBRUARY 9, 2023

Going into 2021, we can foresee a few things that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment. Read our article to find Steve’s 2021 predictions of emerging new trends in the Call Center industry for 2021 or listen to our discussion here!

Call Center 52

Call Center Gamification Agent Empowerment Contact Center 52

NICE inContact

FEBRUARY 16, 2016

This article was originally published February 3, 2016 on ICMI. If you have been on the fence about a remote workforce, now might be the time to change your perspective. You might be surprised at the rewards waiting for you on the other side.

Transportation 48

Transportation At home agents Technology Feedback 48

TechSee

JANUARY 8, 2019

In this article, we address this challenge by highlighting tech solutions that can transform the entire customer service approach to billing inquiries, eliminating many common customer service problems. Higher customer satisfaction and less churn. Billing and payment issues represent common inquiries to customer service centers.

Agent Empowerment 167

Agent Empowerment Banking Customer Service Sales 167

CSM Magazine

OCTOBER 4, 2022

Based on the analysis, Real-Time Agent Assist prompts the agent with brand-specific suggestions, personalized experiences and offers, relevant knowledge base articles, and related answers, helping the agent focus on listening to the customer and reducing the time it takes for an agent to resolve each customer’s issue.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

Playvox

DECEMBER 15, 2022

There has also been a push in acknowledging the effect that agent empowerment and engagement have on the service that organizations ultimately provide to their customers. Related Article: The Human Side of Workforce Management. Related Article: How To Manage Customer Interactions In Any Channel.

Contact Center 72

Contact Center Average Handle Time Agent Empowerment Service level 72

CSM Magazine

NOVEMBER 3, 2023

This is hugely significant because it means that your customers won’t just get faster responses. They’ll get better ones, every time.

Customer Service 52

Customer Service Agent Empowerment Average Handle Time Healthcare 52

CSM Magazine

JULY 14, 2022

Agent empowerment technologies like AI-powered Chatbots and self-scheduling facilitate a healthy work-life balance, helping remote employees to mark a clear distinction between being ‘on’ and ‘off’ duty.

Management 59

Management Agent Empowerment Analytics Cloud contact 59

Kayako

SEPTEMBER 9, 2022

It also gives the impression that the company is not organized and hasn’t prioritized resources to equip its agents to provide a better experience. A good customer service conversation includes attentive listening, recall of details, empathy, and agent empowerment to pull together resources for a quick resolution.

Customer Service 62

Customer Service Journey mapping Agent Empowerment Customer retention 62

CSM Magazine

AUGUST 5, 2021

Here are five tactics to tackle these new complexities from an agent perspective: 1. Replace whiteboards with dashboards – the opportunity to benchmark self-performance is a fundamental part of agent empowerment and it shouldn’t stop just because the majority of agents are working from home.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59