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. Our same study showed that customers put a lot of weight on first-time resolution of those issues. Agent empowerment is part of the process.

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. Our same study showed that customers put a lot of weight on first-time resolution of those issues. Agent empowerment is part of the process.

Agent Empowerment 48

Agent Empowerment Benchmark Contact Center Coaching 48

Noble Systems

JANUARY 29, 2019

Businesses that continue to ignore the needs of firstline employees – such as contact center agents – do so at their own peril. Agent Experience Demands No Friction and Easy Access to Data. Power 2018 Insurance Digital Experience Study. Why is this important?

Agent Empowerment 58

Agent Empowerment Contact Center Customer centricity Surveys 58

Noble Systems

JANUARY 29, 2019

Businesses that continue to ignore the needs of firstline employees – such as contact center agents – do so at their own peril. Agent Experience Demands No Friction and Easy Access to Data. Power 2018 Insurance Digital Experience Study. Why is this important?

Agent Empowerment 47

Agent Empowerment Contact Center Customer centricity Surveys 47

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

Tethr

AUGUST 14, 2020

A recent Gallup study found that although there are 2.7 Agents should feel comfortable discussing customer frustrations and personal roadblocks with their managers, team members and the organization as a whole. Performance suffers when your frontline isn’t engaged. But this is only part of the equation.

Scripts 106

Scripts Best practices Call Center Enterprise 106

Callminer

AUGUST 1, 2017

“The best way for contact centers to increase efficiency is…”. Successories motivational posters were part of a study at a call center, and they found office art and motivational posters increase productivity by 33% compared to barren offices. 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