Agent Empowerment Coaching Customer Service Feedback 
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. Create a feedback-driven culture. We’ll show you how in this article.
SharpenCX
JUNE 30, 2021
Microsoft says 90% of Americans use good customer service as a factor when deciding whether to do business with a company. Why would customers stay loyal to brands that are slow or can’t offer help? Why wouldn’t a customer find a company that makes buying and learning a product or service quick, easy, and accessible?
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Fonolo
JANUARY 14, 2021
Hire agents who demonstrate empathy. And for good reason — agents who demonstrate this quality are more successful in customer service roles and are great for fostering a positive and inclusive work environment. Create opportunities for agents to voice their suggestions and concerns. Provide sensitivity training.
Callminer
AUGUST 1, 2017
If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Make onboarding & ongoing coaching as stellar as possible. Many agents end up with multiple tabs open on their screens, flipping between them to complete the inquiry generation process.
Customer Service Life
DECEMBER 15, 2017
Like other KPIs, this is a metric that’s tracked and improved upon from the organizational level all the way down to each individual agent. The idea is that through consistent monitoring and coaching, agents will improve these scores and the quality of their customer service over time. What’s next?
SharpenCX
OCTOBER 8, 2019
At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though.
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. Preventing Agent Burnout. Implement A Full Quality Monitoring Program.
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