Noble Systems

JANUARY 29, 2019

Advancements in technology have contact centers light years ahead of where they were five – even two years ago. 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.

Agent Empowerment 47

Agent Empowerment Contact Center Customer centricity Surveys 47

JustCall

MARCH 9, 2023

This is how important customer experience is, especially in the context of contact centers. 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.

Contact center software 52

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

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 […].

Contact Center 321

Contact Center Management Agent Empowerment Feedback 321

NICE inContact

OCTOBER 3, 2017

It might be time for your contact center to shift its focus from obsessing over issue avoidance and focusing on issue resolution! Agent empowerment is part of the process. The post Contact Resolution and Agent Empowerment will Increase Customer Loyalty appeared first on inContact Blog.

Agent Empowerment 60

Agent Empowerment Benchmark Contact Center Coaching 60

NICE inContact

OCTOBER 3, 2017

It might be time for your contact center to shift its focus from obsessing over issue avoidance and focusing on issue resolution! Agent empowerment is part of the process. The post Contact Resolution and Agent Empowerment will Increase Customer Loyalty appeared first on inContact Blog.

Agent Empowerment 48

Agent Empowerment Benchmark Contact Center Coaching 48

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Some contact centers experience almost no turnover at all.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

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. Here are five tips for empowering contact center agents to offer the best customer service possible.

Contact Center 91

Contact Center Agent Empowerment Interactive Voice Response Contact center software 91

Talkdesk

NOVEMBER 9, 2017

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. Every customer base is unique and requires a unique blend of problem solving skills and contact center tools.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Talkdesk

NOVEMBER 9, 2017

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. Every customer base is unique and requires a unique blend of problem solving skills and contact center tools.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Talkdesk

JULY 15, 2019

I recently had the pleasure of joining a podcast with Jon Arnold , Principal at J Arnold & Associates, on the topic of Extending the (Cloud) Value Proposition Beyond the Contact Center. . Jon: With our broad focus being about cloud-based contact centers, let’s start with the state of things up ‘til now.

Contact Center 53

Contact Center Agent Empowerment Enterprise Metrics 53

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 #1: 5 Crazy Ideas for Transforming Your Contact Center. Gadi Shamia reveals five opportunities for contact center leaders to use technology to deliver a truly unique customer experience.

Contact Center 40

Contact Center Agent Empowerment Cloud contact Sales 40

Edify

OCTOBER 13, 2020

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

Agent Empowerment 52

Agent Empowerment Scripts Customer Service contact center solutions 52

Talkdesk

NOVEMBER 9, 2017

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. Every customer base is unique and requires a unique blend of problem solving skills and contact center tools.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

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.

Agent Empowerment 54

Agent Empowerment Government Contact Center Call Center 54

DMG Consulting

SEPTEMBER 7, 2023

These applications have always been one of the leading productivity tools in contact centers. 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.

Management 48

Management Real estate Agent Empowerment Enterprise 48

NICE inContact

FEBRUARY 23, 2016

Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions. Agent Empowerment through real-time displays of agent performance, productivity and skills rankings metrics.

Agent Empowerment 50

Agent Empowerment Multi-channel support Contact Center Cloud contact 50

SharpenCX

JUNE 24, 2020

You crack down on metrics to drive up agent performance, but KPIs don’t budge. You monitor interactions to see where agents need help, but your performance plans don’t get them back on track. I keep tabs on a few forums where contact center agents share their frustrations (and successes) at work. What gives?

Management 128

Management Customer Service Agent Empowerment Contact Center 128

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.

Agent Empowerment 137

Agent Empowerment Consulting Consulting Coaching 137

NICE inContact

APRIL 9, 2019

While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. While call monitoring may be performed live at times, it isn’t feasible when there are large volumes of calls.

Agent Empowerment 55

Agent Empowerment Coaching Contact Center Quality management 55

SharpenCX

JUNE 30, 2021

As a contact center manager, much of what you do daily shapes the quality of your service. You likely want to see your agents succeed in their work. Project 1: Invest in the Right Tools for Your Contact Center. Investing in quality tools and technology in your contact center can go a long way.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

SharpenCX

APRIL 29, 2020

Workforce management in your contact center is all about finding balance. You balance the needs of your customers with the workload of your agents (and their development). Plus, you toss in overseeing your contact center budget, too. Empathy doesn’t scale when your agents are overworked and overwhelmed.

Coaching 76

Coaching Management Contact Center Morale 76

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. Tip: Begin to examine your existing contact center processes.

Contact Center 41

Contact Center Customer centricity Journey mapping Benchmark 41

bold360 Blog

AUGUST 31, 2020

CSS tools, unlike human agents, are available 24/7 across multiple channels. Customers increasingly prefer using self-service tools: CEB (now Gartner) reports that 81% of consumers try to self-serve before calling a contact center. CSS Tools Go Beyond the Chatbot.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

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.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

NICE inContact

AUGUST 25, 2016

The traditional contact center organization has the greatest opportunity to transform its silos into the enterprise epicenter for customer interaction. Capabilities such as automation, analytics, workflow and verification have the ability to transform agent, customer and enterprise operations.

Brand ambassadors 48

Brand ambassadors Agent Empowerment Contact Center Enterprise 48

Talkdesk

MARCH 2, 2018

Agent performance is, itself, a major challenge for contact centers. Even if all the strategic and systemic stars align, there is no guarantee the agents will actually be able to achieve optimal results. Internal systems/tools can have both positive and negative impacts on agent performance,” said Gadi Shamia.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

Contact Center Pipeline

MAY 29, 2015

Our top blog post in May focused on an age-old challenge for many contact centers—schedule adherence—and offered tips for creating a culture that promotes good attendance.

Schedule adherence 100

Schedule adherence Contact Center Agent Empowerment Call Center 100

Contact Center Pipeline

NOVEMBER 12, 2015

What is it that makes the agents in certain contact centers especially enthusiastic about their jobs and more committed to delivering a high-quality customer experience on call after call? The following are four key […].

Contact Center 100

Contact Center Customer Experience Agent Empowerment Call Center 100

Contact Center Pipeline

NOVEMBER 5, 2015

While empowerment can be applied through processes and policies, technology can also empower frontline staff to increase their productivity, performance and engagement. In many contact centers, agents […].

Technology 100

Technology Contact Center Agent Empowerment Call Center 100

Contact Center Pipeline

JUNE 3, 2015

How are leading-edge contact centers transforming their quality management tools to empower agents? Calabrio Innovation Center Manager Brad Snedeker identified the following four key trends.

Multichannel 100

Multichannel Quality management Contact Center Management 100

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.

Consulting 40

Consulting Consulting Contact Center Call Center 40

Playvox

DECEMBER 15, 2022

Let’s face it, the call center of yesteryear is not wholly relevant when looking at customer service operations today. Even the terms “call center” and “contact center” are called into question, given the images they evoke of rows of agents in cubicles lined up to fill a room.

Contact Center 72

Contact Center Average Handle Time Agent Empowerment Service level 72

NobelBiz

FEBRUARY 9, 2023

Contact Center Trends for 2021 For many businesses out there, 2020 will remain a defining year of radical transformation. Contact Centers had to adopt the right tools and even shift their models completely in order to achieve business continuity and customer demands. What will 2021 look like for Contact Centers?

Call Center 52

Call Center Gamification Agent Empowerment Contact Center 52

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 […].

Agent Empowerment 265

Agent Empowerment Contact Center Call Center Technology 265

Contact Center Pipeline

DECEMBER 26, 2019

Some people believe that changing technology is behind the disruption that’s roiling markets. But attributing disruption to technology is dead wrong—disruption is really driven by changing customer needs. From fast fashion to smartphones, only companies that truly understand their customers can succeed. Technology is only a tool—or a distraction.

Technology 147

Technology Wait times Marketing Agent Empowerment 147

DMG Consulting

SEPTEMBER 16, 2017

Wells Fargo is no longer making daily news headlines, but the impact of their overly aggressive cross-selling culture will be felt by contact centers throughout the United States for a long time. Setting the Record Straight: It’s highly unlikely Wells Fargo’s management was unaware of what was happening in their contact centers.

Sales 48

Sales Customer Service Contact Center CRM 48

Contact Center Pipeline

SEPTEMBER 10, 2019

The word “turnover” can make either your mouth water or your head hurt. Blueberry turnovers are one of my favorite sweets in the summer… freshly picked wild blueberries wrapped up in puff pastry and baked to a flaky golden brown. However, I realize that if you are reading this article, you are not […].

Agent Empowerment 124

Agent Empowerment Contact Center Call Center 124