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Contact Resolution and Agent Empowerment will Increase Customer Loyalty

NICE inContact

According to the inContact Customer Experience Transformation Benchmark Study, “phone is the most effective method of resolution with over 8 in 10 who spoke to a live rep saying their issue is resolved – and over 8 in 10 saying it was handled the first time.”. Agent empowerment is part of the process.

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Contact Resolution and Agent Empowerment will Increase Customer Loyalty

NICE inContact

According to the inContact Customer Experience Transformation Benchmark Study, “phone is the most effective method of resolution with over 8 in 10 who spoke to a live rep saying their issue is resolved – and over 8 in 10 saying it was handled the first time.”. Agent empowerment is part of the process.

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How to improve the customer experience in 3 simple steps

Tethr

It’s a fundamental truth about customer experience (CX): Reducing customer effort is the key to a great customer experience. There’s a lot of ways you can start small and work your way up to the bigger changes that improve the customer experience. Start by… improving the employee experience.

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How to Effectively Empower Call Center Agents

Global Response

What does empowerment look like when it comes to their role? Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer service and customer satisfaction. We’ll show you how in this article. Implement your new culture from the top down.

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Top Contact Center Trends for 2023

Balto

Agent Empowerment. Agent empowerment is one of the top trends in the contact center space for 2023. Empowering your agents means equipping your teams with the tools, trust, information, and freedom they need to make decisions when customers need it the most. One cheat code towards empowered agents?

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Trusting those you trust with your most valuable asset

Taylor Reach Group

The agents on the frontline want to help customers. They want to resolve issues, and to deliver the desired customer experience and the brand promise. Doing these things results in happier customers and happier agents (as they were dealing with happy customers). By Colin Taylor.

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Calabrio Awarded Workforce Innovation of the Year at Customer Contact Week Excellence Awards

CSM Magazine

The CCW Excellence Awards recognize the most innovative companies and top-performing executives for their extraordinary contributions to the customer contact profession. Calabrio is honoured to be recognised for empowering frontline staff, unravelling complexity, and driving impact through customer experience.