TechSee

APRIL 16, 2019

Acknowledging and addressing agent pain points – such as lack of career progression, low pay, frustration with repetitive tasks and inadequate technology – demonstrates effective leadership and helps the drive toward agent empowerment, ultimately benefiting contact center productivity. Training can also be incentivized.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Playvox

FEBRUARY 2, 2022

Other factors agents cite for burnout are: Lack of training Lack of a career path Frustrating technology tools. According to HBR researcher Keith Ferazzi, the total organizational costs of employee turnover range from 100 and 300 percent of the employee’s salary , when recruiting and onboarding are factored in.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. Employee Engagement.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. Employee Engagement.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

teleopti

DECEMBER 2, 2019

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. . Then consider how your WFM solution can optimize the scheduling for training opportunities. Or try and do it all.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

SharpenCX

JULY 14, 2020

And training call center agents to see and squash abusive is vital to their well-being (and yours). As a manager, you can provide training to support and coach agents through those abusive online experiences. Let’s dig into some practical ways you can support your agents and combat abuse in your contact center.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

Calabrio

OCTOBER 15, 2019

The ONE Awards celebrate customers finding innovative ways to meet growing customer and workforce demands, improve employee engagement and satisfaction, and ultimately enrich human interactions with their brand. THE ONE AWARDS WINNERS. The Leader – Idaho Central Credit Union. The Integrator – Exact Sciences. Cummins Inc.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16