VocalCom
MARCH 12, 2018
To keep agents organized and focused, managers may present them with a rigid protocol. However, good management is only part of ensuring agent success. Agent empowerment is equally essential, and that means giving agents a voice when establishing contact center practices. Give them autonomy.
JustCall
MARCH 9, 2023
Using call center software, you can drive efficiency into call center functions like call routing, queueing, IVR, and much more. Cons: While Aircall is one of the best options for enterprise cloud contact center software out there, it doesn’t allow you to customize it to the extent you would prefer.
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Callminer
AUGUST 1, 2017
Our solution, VIA Contact Centre, is actually an adapted form of Skype for Business that offers added benefits to the contact center like call recording, smart agent selection, and interactive voice response – the latter is particularly useful as it negates the need for switchboards entirely. Kristian Martell.
Global Response
MARCH 26, 2024
And there are some tried-and-true best practices to turn to. Enhance agent training and knowledge. The most basic first step is to ensure your agents are properly trained. Do your agents need a bit more training? Focus on integration, automation, agent empowerment, and continuous training.
NICE inContact
DECEMBER 21, 2015
For the executives, listening to calls and understanding the opportunities and obstacles of the agent provides better insight into performance and the customer experience. Include your agents. Agent empowerment is the new norm within many contact centers. Calibrate across all Channels.
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