Global Response

AUGUST 7, 2023

There’s a lot of discussion about employee empowerment today, but call center agents are a unique type of employee with unique roles and needs. What does empowerment look like when it comes to their role? So, how do you create empowered call center agents who can deliver great service day-in and day-out?

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

TechSee

APRIL 16, 2019

In fact, agents are leaving their positions at more than twice the average attrition rate of other jobs. But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. What Matters Most to Contact Center Managers.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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. Agent empowerment is part of the process. There are lots of quotes about making mistakes, undoubtedly because we all mess up sometimes.

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. Agent empowerment is part of the process. There are lots of quotes about making mistakes, undoubtedly because we all mess up sometimes.

Agent Empowerment 48

Agent Empowerment Benchmark Contact Center Coaching 48

Fonolo

JANUARY 14, 2021

And for good reason — agents who demonstrate this quality are more successful in customer service roles and are great for fostering a positive and inclusive work environment. When hiring, it’s important to look beyond the job qualifications and look at their soft skills and personality. Train your leaders appropriately.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

SharpenCX

JUNE 30, 2021

And if you use a platform like Sharpen’s , you can pair your omnichannel service with training and coaching all in the same platform. Download Now]: 7 Projects Every VP of Ops Should Take on To Reduce Call Center Service Inefficiencies. Productive coaching and training doesn’t just happen organically. Learn More ].

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67