Balto

DECEMBER 16, 2022

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?

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

Global Response

AUGUST 7, 2023

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.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

CSM Magazine

OCTOBER 4, 2022

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers. Real-Time Agent Assist. Automated Call Summaries .

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SharpenCX

JUNE 30, 2021

Let’s consider some of the stats around how your agents impact good customer service: 71% of consumers believe a quick response from a service team can drastically improve their customer experience. It only takes one bad experience for 80% of consumers to say they’d rather do business with a competitor.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

SharpenCX

DECEMBER 30, 2019

When your agents handle customer interactions, be sure they don’t lose the human touch. Showing understanding and empathy makes customers happier than sticking to a tightly-knitted call script. Develop better manager-agent relationships. Managers are responsible for 70% of the variance in the employee experience.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

SharpenCX

OCTOBER 8, 2019

Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. What to do with the information you find: Use the survey data and measurements we talked on above to see where agents struggle.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59