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

NobelBiz

MARCH 5, 2024

Choosing Nobelbiz for call center reporting unlocks a myriad of benefits, designed to elevate customer service, optimize operations, and drive business growth: Enhanced Customer Insights : With Nobelbiz, businesses gain a deeper understanding of customer needs and behaviors, enabling personalized service that boosts loyalty and satisfaction.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

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

” Empowering Agents as a Top Investment Priority. It turns out, companies are serious about wanting to empower agents. The number one investment priority for agent empowerment is coaching, with 61% of organizations in agreement about its importance. Free Download] Live Chat Benchmark Report 2017.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

CSM Magazine

AUGUST 5, 2021

Here are five tactics to tackle these new complexities from an agent perspective: 1. Replace whiteboards with dashboards – the opportunity to benchmark self-performance is a fundamental part of agent empowerment and it shouldn’t stop just because the majority of agents are working from home.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59