Agent Empowerment Average Handle Time Customer Service Scripts 
Toister Performance Solutions
APRIL 30, 2020
So your IVR is adding talk time, but your agents aren’t empowered to skip the script and give some of that time back. In fact, they're often required to waste more customer time, right at the start of the call by asking for a lot of nonsense before getting down to business. What is agent empowerment?
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.
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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.
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.
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.
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