NICE inContact

OCTOBER 3, 2017

Of course, organizations can’t always control through which channel a customer initially makes contact, but with good training, processes, and an omnichannel platform, your agent can easily escalate the issue to a phone call based on issue complexity before the customer becomes more frustrated or angry.

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Agent Empowerment Benchmark Contact Center Coaching 48

Noble Systems

JANUARY 29, 2019

Next steps: get details on the latest tools contact centers are using to improve the agent desktop experience and more essential elements of a modern contact center. The post Agent Empowerment: Putting Firstline Employees First in the Contact Center appeared first on Noble Systems.

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Agent Empowerment Contact Center Customer centricity Surveys 58

JustCall

APRIL 9, 2024

Call center life can be a rollercoaster ride. One minute, your agents are cruising along; the next, they’re buried in a mountain of calls. Stressed-out agents face burnout during peak times and feel underutilized when things slow down —– it’s not a recipe for success. But fear not.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

Noble Systems

JANUARY 29, 2019

Next steps: get details on the latest tools contact centers are using to improve the agent desktop experience and more essential elements of a modern contact center. The post Agent Empowerment: Putting Firstline Employees First in the Contact Center appeared first on Noble Systems.

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Agent Empowerment Contact Center Customer centricity Surveys 47

Edify

OCTOBER 13, 2020

“I’m so happy I was able to help you today, ma’am!” Well, actually, you didn’t.

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Agent Empowerment Scripts Customer Service contact center solutions 52

Calltools

APRIL 3, 2024

This lets customers handle their own needs while your agents tackle more demanding issues. Your call center can use interactive voice response (IVR) technology to make self-service even more convenient. Nurture Agent Care Contact centers have high turnover rates ( 30-45% annually ) that harm customer care and increase costs.

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Contact Center Interactive Voice Response Agent Empowerment Self service 52

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. 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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contact center workforce Best practices Contact Center Management 106

Talkdesk

NOVEMBER 9, 2017

Hopefully you can take the lessons from our experts back to your team and start improving your contact center today. Click the image below to learn more best practices for the contact center industry. The post How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency appeared first on Talkdesk.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Talkdesk

NOVEMBER 9, 2017

Hopefully you can take the lessons from our experts back to your team and start improving your contact center today. Click the image below to learn more best practices for the contact center industry. The post How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency appeared first on Talkdesk.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Tethr

JUNE 30, 2021

Here’s a simple three step process to improve the customer experience in your call centers and beyond. Your call center employees are the front line of your company, and a huge factor in how your customers perceive effort. Start by… improving the employee experience.

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Customer Experience Agent Empowerment Analytics Call Center 75

Taylor Reach Group

APRIL 27, 2020

Similarly, not empowering agents with the authority to resolve issues also creates friction and unpleasant outcomes for the agent and customer alike. Incredibly, many organizations limit agent empowerment in the mistaken belief that the agents cannot be trusted with making such decisions.

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Agent Empowerment Consulting Consulting Coaching 137

Fonolo

JANUARY 14, 2021

Create opportunities for agents to voice their suggestions and concerns. But remember: agent empowerment only works if leadership listens and follows through on their feedback. It’s no secret that working at a call center can be stressful. So be prepared to listen and take action! Offer support proactively.

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Contact Center Agent Empowerment Morale Coaching 150

CafeX

AUGUST 2, 2017

Research by CFI Group in 2017 shows that the contact center satisfaction index (CCSI) remains at a low point of 68 (as measured on a 0-100 scale) in the private and government sectors. The two key drivers of this call center metric are agent effectiveness and agent empowerment.

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Agent Empowerment Government Contact Center Call Center 54

Talkdesk

NOVEMBER 9, 2017

Support agents represent the name and face of your business. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

NICE inContact

FEBRUARY 23, 2016

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions.

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Agent Empowerment Multi-channel support Contact Center Cloud contact 50

JustCall

MARCH 9, 2023

While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well. What are Contact Center Software Solutions?

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Contact center software Contact Center call center software contact center solutions 52

Tethr

DECEMBER 23, 2020

Whether that looks like call center agents working from home, a company-wide struggle to migrate quickly to digital tools, or even canceled or reduced services as customers tighten their belts, your operation probably encountered struggles this year that seemed unimaginable in the January of 2020. Growth of Agent Empowerment .

Customer Experience 75

Customer Experience Agent Empowerment Self service Chatbots 75

Playvox

FEBRUARY 2, 2022

With these building blocks in place, you’re more likely to break the cycle of burnout and transform your contact center into a workplace of choice. Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. Getting Started. There are a number of steps you can take to prevent burnout.

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Agent burnout Contact Center Gamification Agent Empowerment 68

DMG Consulting

SEPTEMBER 7, 2023

Workforce management solutions were initially designed to forecast the volume of incoming phone calls to help a call center determine the number of staff needed to answer those calls within an established service level. Most of this is about agent empowerment and engagement.

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Management Real estate Agent Empowerment Enterprise 48

SharpenCX

JUNE 24, 2020

Let’s walk through five performance management techniques you can use to improve your agents’ experience at work, and your customers’ experience with your brand. Recognize how your agents’ empowerment & engagement impacts performance. You can’t address challenges in your contact center without understanding them, first.

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Management Customer Service Agent Empowerment Contact Center 128

SharpenCX

JULY 14, 2020

When I was in college, I worked in a call center. And one call is engrained in my mind as a permanent reminder of how not to interact. The customer who called in was just so insulting and so…mean. We were closing in 15 minutes and there was only one person left on my list to call. This wears on agents.

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Agent Empowerment Call Center Contact Center Morale 128

NICE inContact

APRIL 9, 2019

Quality Monitoring has the potential to make significant contributions to the success of a contact center by creating an effective balance between operational requirements and agent empowerment. Contact centers employ processes and tools to manage their Quality Monitoring.

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Agent Empowerment Coaching Contact Center Quality management 55

Talkdesk

NOVEMBER 29, 2017

As 2017 comes to a close, call centers are busier than ever fielding calls from customers and planning for the new year. Video #5: How Hotel Tonight, Caviar, and Evernote Build a Culture of Agent Empowerment. Kalpana Chandrasekhar, VP of Customer Experience at HotelTonight.

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Contact Center Agent Empowerment Cloud contact Sales 40

VocalCom

MARCH 12, 2018

The contact center is, without question, an intense environment. To keep agents organized and focused, managers may present them with a rigid protocol. However, good management is only part of ensuring agent success.

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Contact Center Agent Empowerment Interactive Voice Response Contact center software 91

bold360 Blog

AUGUST 31, 2020

Operational Continuity: Companies that deploy scalable, 24/7 CSS tools maintain the continuity of their customer service operations, whether agents are working from home (as during COVID-19) or in a call center.

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Self service Chatbots Agent Empowerment Morale 52

Talkdesk

JULY 15, 2019

Contact centers have also had to adapt more nimbly to customer needs, such as adding digital channels, because that’s what customers demand. This has required more focus on agent empowerment and new tools to help them better support customers.

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Contact Center Agent Empowerment Enterprise Metrics 53

SharpenCX

JUNE 30, 2021

Download Now]: 7 Projects Every VP of Ops Should Take on To Reduce Call Center Service Inefficiencies. Download Now]: Get the Ebook and Get Real about Coaching in Your Contact Center. Project 3: Support Your Agents Professionally and Personally. Learn More ]. You need happy employees to deliver good customer service.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Tethr

AUGUST 14, 2020

Rather than making sure agents are sticking to a script, saying and doing the things the company has decided are important to deliver a great customer experience (e.g., saying the customer’s name three times, thanking the customer for her loyalty, etc.) Request a demo to discover how Tethr can help you better engage your frontline.

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Scripts Best practices Call Center Enterprise 110

Tethr

AUGUST 4, 2020

Taking your call center to the next level when it comes to customer service and the overall customer experience is always important. Liberating your voice data, developing your agents and creating CX teams are some of the best ways to get there.

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Coaching Finance Call Center Enterprise 72

SharpenCX

APRIL 29, 2020

Instead, you can plan for quick 5-minute coaching sessions where agents can zip through a coaching module that’s waiting in their queue between interactions. Get 29 tips to improve coaching in your contact center. Here’s a condensed version of Your Call Center Manager Playbook. Plan for all-company events and downtime.

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Coaching Management Contact Center Morale 76

NICE inContact

AUGUST 25, 2016

Historically, contact center technologies were intended to empower agents, but required managing multiple applications and time-consuming training to master the endless system and customer nuances.

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Brand ambassadors Agent Empowerment Contact Center Enterprise 48

Contact Center Pipeline

JULY 21, 2021

As we turn the page to a new year, and in the spirit of new beginnings, I’d like to challenge managers and leaders to consider alternative approaches to drive innovation and business change. Change must bubble up from within an organization, not merely cascade down from above, because in the next two years we’ll witness […].

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Contact Center Management Agent Empowerment Feedback 321

Talkdesk

MARCH 2, 2018

Quickly, yet meaningfully connecting with a customer is difficult enough for agents who have the information they need. Agent empowerment is the key to performance. Great training is the key to agent empowerment. Unfortunately, some organizations struggle to deliver the training agents require.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

NobelBiz

FEBRUARY 9, 2023

Going into 2021, we can foresee a few things that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment. What will 2021 look like for Contact Centers? Steve Bederman on the First Contact: Stories of the Call Center Podcast.

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Call Center Gamification Agent Empowerment Contact Center 52

LiveVox

APRIL 23, 2019

As digital adoption accelerates, the role of the contact center has become more important than ever while simultaneously becoming more complex than ever.

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Consulting Consulting Contact Center Call Center 40

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Investment Priorities Speak Louder than Contact Center Goals.

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Contact Center Customer centricity Journey mapping Benchmark 41

Contact Center Pipeline

JUNE 8, 2017

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately. The publicity has been a bit unsettling, though, given the tendency to couple the acronym AI with the word “replace”—as in “AI Will Replace Half of All Jobs in the Next Decade” or “Could […].

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Agent Empowerment Contact Center Call Center Technology 265