NICE inContact

OCTOBER 3, 2017

Different channels are more effective than others when trying to resolve customer issues. While self-service, chat and email may work well for resolving simple issues, more complicated issues may be best addressed via voice channel. Agent empowerment is part of the process.

Agent Empowerment 60

Agent Empowerment Benchmark Contact Center Coaching 60

NICE inContact

OCTOBER 3, 2017

Different channels are more effective than others when trying to resolve customer issues. While self-service, chat and email may work well for resolving simple issues, more complicated issues may be best addressed via voice channel. Agent empowerment is part of the process.

Agent Empowerment 48

Agent Empowerment Benchmark Contact Center Coaching 48

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

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

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. There is, however, an absolute guarantee that agents will not perform properly in a suboptimal contact center environment.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

teleopti

DECEMBER 2, 2019

For example, the team at Fexco , Ireland’s most successful financial services and business solutions provider. Theirs is an incredible story that has seen their use and knowledge of WFM grow to add agility and visibility to operations and make their vision for customer experience (CX) and employee engagement a reality. .

Coaching 68

Coaching Employee engagement Consulting Consulting 68

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. Tip: Designing annual priorities will be unique to each contact center, and may depend on company history, culture, and customer experience goals.

Contact Center 41

Contact Center Customer centricity Journey mapping Benchmark 41