Global Response

AUGUST 7, 2023

What does empowerment look like when it comes to their role? Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer service and customer satisfaction. We’ll show you how in this article. Implement your new culture from the top down.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

SharpenCX

OCTOBER 8, 2019

Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. Ask yourself: Are agents sticking to internal processes and procedures (with wiggle room, of course)?

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

SharpenCX

OCTOBER 8, 2019

Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. Ask yourself: Are agents sticking to internal processes and procedures (with wiggle room, of course)?

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Callminer

AUGUST 1, 2017

Many agents end up with multiple tabs open on their screens, flipping between them to complete the inquiry generation process. Average handling times (AHT) increase. Customer service diminishes. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Balto

SEPTEMBER 21, 2022

Reaffirms commitment to agent empowerment for retention and growth in the contact center. These incremental capabilities will help contact centers achieve high levels of customer growth, improve customer satisfaction, and reduce average handle times, while retaining agents who will be more satisfied with their jobs.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

Playvox

DECEMBER 15, 2022

More and more, businesses are leveling up their customer experience and employee experience game. They’re offering digital contact options to customers, supporting fully remote workforces , and engaging staff in new and different ways to ensure team members are supported and happy.

Contact Center 72

Contact Center Average Handle Time Agent Empowerment Service level 72