NICE inContact

OCTOBER 3, 2017

While self-service, chat and email may work well for resolving simple issues, more complicated issues may be best addressed via voice channel. Agent empowerment is part of the process. The post Contact Resolution and Agent Empowerment will Increase Customer Loyalty appeared first on inContact Blog.

Agent Empowerment 60

Agent Empowerment Benchmark Contact Center Coaching 60

NICE inContact

OCTOBER 3, 2017

While self-service, chat and email may work well for resolving simple issues, more complicated issues may be best addressed via voice channel. Agent empowerment is part of the process. The post Contact Resolution and Agent Empowerment will Increase Customer Loyalty appeared first on inContact Blog.

Agent Empowerment 48

Agent Empowerment Benchmark Contact Center Coaching 48

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

Comm100

DECEMBER 1, 2017

This contact center priority goes hand in hand with the previous goal of reducing customer friction: by creating (or optimizing) an automated self-service experience, customers will be able to solve transactional self-service issues quickly and efficiently. ” Empowering Agents as a Top Investment Priority.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42