NICE inContact

OCTOBER 3, 2017

Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Roughly half of customers indicate that their customer service interaction was centered on trying to resolve a problem or issue.

Agent Empowerment 60

Agent Empowerment Benchmark Contact Center Coaching 60

NICE inContact

OCTOBER 3, 2017

Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Roughly half of customers indicate that their customer service interaction was centered on trying to resolve a problem or issue.

Agent Empowerment 48

Agent Empowerment Benchmark Contact Center Coaching 48

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

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?

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Fonolo

JANUARY 14, 2021

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. When hiring, it’s important to look beyond the job qualifications and look at their soft skills and personality. Provide sensitivity training.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

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.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SharpenCX

DECEMBER 30, 2019

You form new strategies or tailor your old ones to the new expectations of customers. But through it all, one question remains the same: Do you know how to keep customers happy? Turns out, much of that happiness comes from the service you deliver. And, another 76% think customers are smarter and more informed, too.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94