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Contact Center Workforce Management Best Practices

Fonolo

Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too.

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Balto Launches Beacon, New Era of Agent Empowerment With Crowd-Sourced Call Recommendations

Balto

For the first time in history, sales and customer service teams can effortlessly source and disseminate best practices from their top performers. Decentralizing best practices in conversations.

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Contact Resolution and Agent Empowerment will Increase Customer Loyalty

NICE inContact

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.

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The three areas to focus on to empower your agents

Eptica

Author: Pauline Ashenden - Demand Generation Manager Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience. Four key considerations for customer self-service success.

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Contact Resolution and Agent Empowerment will Increase Customer Loyalty

NICE inContact

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.

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Agent Empowerment: Putting Firstline Employees First in the Contact Center

Noble Systems

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.

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Agent Empowerment: Putting Firstline Employees First in the Contact Center

Noble Systems

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.