Agent Empowerment Coaching Personalization Study 
SharpenCX
JULY 14, 2020
See, I was the last person on the shift. We were closing in 15 minutes and there was only one person left on my list to call. From namecalling to general personal insults, he just belittled me. And training call center agents to see and squash abusive is vital to their well-being (and yours). From Bullying to Burnout.
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. Our same study showed that customers put a lot of weight on first-time resolution of those issues. Agent empowerment is part of the process.
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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. Our same study showed that customers put a lot of weight on first-time resolution of those issues. Agent empowerment is part of the process.
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. Agent Experience.
3CLogic
JANUARY 5, 2022
According to CCW’s November Market Study , only 12% of contact centers believe they’ll ever go back to an on-site model. Perhaps the reason why is because agents have made it clear that they prefer a remote environment. This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment.
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. Improving Contact Center Culture.
Callminer
AUGUST 1, 2017
Successories motivational posters were part of a study at a call center, and they found office art and motivational posters increase productivity by 33% compared to barren offices. And our studies have shown that constant recognition reinforced with small, cost-effective gifts can increase productivity by 20%. James Pollard.
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