Toister Performance Solutions

APRIL 30, 2020

What is agent empowerment? An empowered agent is given more than just authority. They are enabled to provide exceptional customer service. How can you quickly cut average handle time? Authority Allow agents to skip meaningless confirmation data. I'll be curious to hear how it goes.

Average Handle Time 83

Average Handle Time Interactive Voice Response Agent Empowerment Contact Center 83

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

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. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

CSM Magazine

DECEMBER 8, 2022

Some benefits of AI-powered self-service portals and chatbots include the following: Auto responses to frequently asked questions by customers. Allow agents to focus on more complex tasks by reducing the need to attend to every customer. AI chatbots assist in personalized, quick responses. Bottom line.

Customer Experience 52

Customer Experience Agent Empowerment Self service Average Handle Time 52

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. 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.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SharpenCX

OCTOBER 8, 2019

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. There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

SharpenCX

OCTOBER 29, 2019

The answer lies in your agent-focused metrics. A recent Google search escapade led us to a common question managers, like you, are asking: What KPIs would you use to rate your customer service agents? What KPIs would you use to rate your customer service agents? Average Handle Time.

Metrics 64

Metrics Call Center Customer Service Coaching 64