NICE inContact

OCTOBER 3, 2017

Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Agent empowerment is part of the process. There are lots of quotes about making mistakes, undoubtedly because we all mess up sometimes.

Agent Empowerment 60

Agent Empowerment Benchmark Contact Center Coaching 60

NICE inContact

OCTOBER 3, 2017

Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Agent empowerment is part of the process. There are lots of quotes about making mistakes, undoubtedly because we all mess up sometimes.

Agent Empowerment 48

Agent Empowerment Benchmark Contact Center Coaching 48

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Comm100

DECEMBER 1, 2017

For 48% of businesses, improving agent training and coaching is the number one strategy for creating a better agent experience in 2018. Companies across the board believe that greater empowerment makes for a greater agent experience. Improved training doesn’t only help agents: It helps customers as well.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42