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Contact Resolution and Agent Empowerment will Increase Customer Loyalty

NICE inContact

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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Contact Resolution and Agent Empowerment will Increase Customer Loyalty

NICE inContact

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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Top Contact Center Trends for 2023

Balto

2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. With renewed focus on agent experience, ever-advancing AI capabilities, and the embrace of omnichannel solutions, contact center leaders face an exciting opportunity to best serve their customers in 2023.

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Boost Agent Satisfaction in Your Contact Center with These 9 Inclusive Practices

Fonolo

Offer a variety of sessions and materials that include roleplay, one-on-one coaching, and even quick tips and one-pagers. That will allow your agents to absorb the information more effectively and approach their role with confidence. Create opportunities for agents to voice their suggestions and concerns.

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3 Projects to Help You Deliver Good Customer Service Daily (+ Resources)

SharpenCX

And if you use a platform like Sharpen’s , you can pair your omnichannel service with training and coaching all in the same platform. Project 2: Create a Compelling Coaching and Training Program (& Make Use of These Resources!). Productive coaching and training doesn’t just happen organically. Train agents as a team.

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How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It)

Playvox

Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture. Motivate Agents To Higher Performance. ENJOYING THIS ARTICLE?

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Customer Experience Isn’t a Guessing Game: Get 5 Actionable Methods and the Customer Service KPI Categories You Need to Put Your Data to Work for an Off-The-Chart CX

SharpenCX

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. We’re here to help.