Fonolo

MAY 30, 2023

This blog will dive into best practices, discuss the features you should look for when sourcing tools, and help you discover the transformative power of innovative WFM software. These resources include time, staff, technology, and processes. And agent happiness is a natural outcome.

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contact center workforce Best practices Contact Center Management 106

Eptica

JANUARY 31, 2022

In our latest blog based on ContactBabel research we outline the three most important areas to focus on to improve agent empowerment: technology, skills and the culture/working environment they operate within. Four key considerations for customer self-service success. Share this page on: Tweet.

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Agent Empowerment Best practices Self service Marketing 111

Noble Systems

JANUARY 29, 2019

Advancements in technology have contact centers light years ahead of where they were five – even two years ago. While many insurers are falling short, the leaders are establishing best practices for how to build engagement, create personalized digital experiences and deliver consistency across digital components.”

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Agent Empowerment Contact Center Customer centricity Surveys 58

bold360 Blog

AUGUST 31, 2020

Customer self-service (CSS) is a win-win for all involved in today’s uncertain business landscape, one where remote work and digital-first interactions have become the “new normal.”. CSS tools, unlike human agents, are available 24/7 across multiple channels. CSS Tools Go Beyond the Chatbot.

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Self service Chatbots Agent Empowerment Morale 52

Noble Systems

JANUARY 29, 2019

Advancements in technology have contact centers light years ahead of where they were five – even two years ago. While many insurers are falling short, the leaders are establishing best practices for how to build engagement, create personalized digital experiences and deliver consistency across digital components.”

Agent Empowerment 47

Agent Empowerment Contact Center Customer centricity Surveys 47

DMG Consulting

APRIL 8, 2024

WFM solutions have changed significantly in the past few years, transitioning from applications intended to optimize and control agent schedules into systems that empower employees with greater levels of flexibility delivered via self-service. But this is just the start of many innovations being introduced into the WFM market.

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Self service Agent Empowerment Contact Center Gamification 48

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. Advanced call routing technology manages incoming calls and directs them to the most appropriate agent. Are there gaps in your service?

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First call resolution Interactive Voice Response CRM Chatbots 62