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. That’s a lot of issues!

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. That’s a lot of issues!

Agent Empowerment 48

Agent Empowerment Benchmark Contact Center Coaching 48

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. More Self-Service Options.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

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.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

Comm100

DECEMBER 1, 2017

CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. For 48% of businesses, improving agent training and coaching is the number one strategy for creating a better agent experience in 2018.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42