NICE inContact
OCTOBER 3, 2017
Of course, organizations can’t always control through which channel a customer initially makes contact, but with good training, processes, and an omnichannel platform, your agent can easily escalate the issue to a phone call based on issue complexity before the customer becomes more frustrated or angry.
Global Response
AUGUST 7, 2023
What does empowerment look like when it comes to their role? Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer service and customer satisfaction. So, how do you create empowered call center agents who can deliver great service day-in and day-out?
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NICE inContact
OCTOBER 3, 2017
Of course, organizations can’t always control through which channel a customer initially makes contact, but with good training, processes, and an omnichannel platform, your agent can easily escalate the issue to a phone call based on issue complexity before the customer becomes more frustrated or angry.
Taylor Reach Group
APRIL 27, 2020
Similarly, not empowering agents with the authority to resolve issues also creates friction and unpleasant outcomes for the agent and customer alike. Incredibly, many organizations limit agent empowerment in the mistaken belief that the agents cannot be trusted with making such decisions.
Fonolo
JANUARY 14, 2021
Train your leaders appropriately. Better training for agents and leaders will be a big contact center trend in 2021 and beyond. That’s why it’s crucial to provide additional training to those in leadership positions so they can demonstrate and speak to these inclusive practices. Vary your training styles.
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.
SharpenCX
JUNE 30, 2021
And if you use a platform like Sharpen’s , you can pair your omnichannel service with training and coaching all in the same platform. Project 2: Create a Compelling Coaching and Training Program (& Make Use of These Resources!). Productive coaching and training doesn’t just happen organically.
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