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. Since every customer issue is unique, one can assert that every solution might also be unique.

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. Since every customer issue is unique, one can assert that every solution might also be unique.

Agent Empowerment 48

Agent Empowerment Benchmark Contact Center Coaching 48

Taylor Reach Group

APRIL 27, 2020

The agents on the frontline want to help customers. They want to resolve issues, and to deliver the desired customer experience and the brand promise. Doing these things results in happier customers and happier agents (as they were dealing with happy customers). By Colin Taylor.

Agent Empowerment 137

Agent Empowerment Consulting Consulting Coaching 137

TechSee

APRIL 16, 2019

Acknowledging and addressing agent pain points – such as lack of career progression, low pay, frustration with repetitive tasks and inadequate technology – demonstrates effective leadership and helps the drive toward agent empowerment, ultimately benefiting contact center productivity. Improving Contact Center Culture.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Playvox

FEBRUARY 2, 2022

Best-in-class contact centers are able to engage employees and create a supportive, motivating culture. It starts with a foundation made up of the right technologies and best practices. Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. Getting Started.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

SharpenCX

OCTOBER 8, 2019

Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. What to do with the information you find: Use the survey data and measurements we talked on above to see where agents struggle.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

SharpenCX

OCTOBER 8, 2019

Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. What to do with the information you find: Use the survey data and measurements we talked on above to see where agents struggle.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52