Noble Systems

JANUARY 29, 2019

But despite innovations like omnichannel and artificial intelligence, the importance of providing firstline employees with the tools to deliver optimal customer experiences has not changed. “Like it or not, those are the user experiences against which today’s consumer-facing insurers are competing.

Agent Empowerment 58

Agent Empowerment Contact Center Customer centricity Surveys 58

Noble Systems

JANUARY 29, 2019

But despite innovations like omnichannel and artificial intelligence, the importance of providing firstline employees with the tools to deliver optimal customer experiences has not changed. “Like it or not, those are the user experiences against which today’s consumer-facing insurers are competing.

Agent Empowerment 47

Agent Empowerment Contact Center Customer centricity Surveys 47

TechSee

APRIL 16, 2019

Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation. Enhancing employee satisfaction and cutting agent attrition should also be core priorities. After all, happy agents mean happy customers.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

NICE inContact

AUGUST 25, 2016

According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue. The days of technology-driven process design are over.

Brand ambassadors 48

Brand ambassadors Agent Empowerment Contact Center Enterprise 48

NICE inContact

DECEMBER 21, 2015

Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. This process validates the effectiveness of individuals evaluating agent performance and improving customer service. Include your agents. Calibrate across all Channels.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48