CSM Magazine

JUNE 22, 2023

Agent Empowerment and Scheduling: Grant is Calabrio ONE’s AI-enabled virtual assistant who has revolutionised scheduling for agents and managers alike. By providing agents with the flexibility they desire, organisations enhance productivity and mitigate the risk of turnover, ultimately saving time and resources.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

Playvox

FEBRUARY 2, 2022

It starts with a foundation made up of the right technologies and best practices. Other factors agents cite for burnout are: Lack of training Lack of a career path Frustrating technology tools. Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. Getting Started.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

CSM Magazine

JULY 14, 2022

In addition, flexible working has expanded the talent pool outside the traditional office-based locality, meaning agents have a greater choice of employers and expect the right tools and technology to be in place to support them, wherever they are. . WEM to the rescue: one solution – additional revenue.

Management 59

Management Agent Empowerment Analytics Cloud contact 59

DMG Consulting

SEPTEMBER 16, 2017

Some recordings are reviewed by a quality management team who evaluate, score, and coach agents on their performance. While DMG does not have any insight into the specifics of Wells Fargo’s contact centers, it’s likely that agents were given sales and up-sell goals that were closely monitored by management.

Sales 48

Sales Customer Service Contact Center CRM 48