SharpenCX
JULY 14, 2020
And training call center agents to see and squash abusive is vital to their well-being (and yours). According to a 2016 study, 74% of call center agents were at risk for burnout. And, 30% of those agents are desperately hanging on to workplace sanity by a measly thread. From Bullying to Burnout. It’s pretty terrible.
NICE inContact
OCTOBER 3, 2017
However, studies show that in customer service, making the mistake isn’t what really impacts customer loyalty; rather, it’s all about how the mistake is handled and how things are made “right.”. 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
However, studies show that in customer service, making the mistake isn’t what really impacts customer loyalty; rather, it’s all about how the mistake is handled and how things are made “right.”. 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.
Playvox
FEBRUARY 2, 2022
Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Preventing Agent Burnout. Motivate Agents To Higher Performance.
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