What to Look For When Choosing Agent Tools for Improved Agent Empowerment

Bright Pattern

It’s no secret that contact center operations are becoming more complex. An increasing number of channels, combined with multiple CRM systems and homegrown applications, makes it increasingly difficult for contact centers to manage data and serve up the right information, at the right time, to agents. Improved Agent Empowerment

Agent Empowerment: Putting Firstline Employees First in the Contact Center

Noble Systems

Advancements in technology have contact centers light years ahead of where they were five – even two years ago. Businesses that continue to ignore the needs of firstline employees – such as contact center agents – do so at their own peril.

Agent Empowerment: Putting Firstline Employees First in the Contact Center

Noble Systems

Advancements in technology have contact centers light years ahead of where they were five – even two years ago. Businesses that continue to ignore the needs of firstline employees – such as contact center agents – do so at their own peril.

How Agent Empowerment Impacts Your Customer Service Experience

SharpenCX

Yet, too many companies fail to put their people first and give their agents the support needed to deliver stellar service. The post How Agent Empowerment Impacts Your Customer Service Experience appeared first on Sharpen Contact Center Software.

How to Fearlessly Empower Your Contact Center Agents

Speaker: Jeff Toister, Employee Training Expert, Bestselling Author, Speaker

An ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience. Agents worry about doing the wrong thing and getting in trouble. Learn the tools to allow agents to deliver remarkable experiences.

Contact Resolution and Agent Empowerment will Increase Customer Loyalty

NICE inContact

Roughly half of customers indicate that their customer service interaction was centered on trying to resolve a problem or issue. When I called, the customer service agent was profusely apologetic. Agent empowerment is part of the process.

Fulfilling the Promise of Agent Empowerment [Webcast Recap]

SharpenCX

In case you missed it, we’re recapping last week’s Agent Empowerment Webcast presented by Blair Pleasant of BCStrategies. We unpacked the idea of agent empowerment and what it means for customer satisfaction. The post Fulfilling the Promise of Agent Empowerment [Webcast Recap] appeared first on Sharpen Contact Center Software.

Blending AI with Human Support

Contact Center Pipeline

Technology agent empowerment AI artificial intelligence call center contact center customer service machine intelligenceThe future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately.

Contact Resolution and Agent Empowerment will Increase Customer Loyalty

NICE inContact

Roughly half of customers indicate that their customer service interaction was centered on trying to resolve a problem or issue. When I called, the customer service agent was profusely apologetic. It might be time for your contact center to shift its focus from obsessing over issue avoidance and focusing on issue resolution! Agent empowerment is part of the process. Advantages of the Cloud Call Center Best Practices Customer Experience

Inside View: TCL North America

Contact Center Pipeline

Agent empowerment agent empowerment AHT average handle time call center contact center customer advocacy customer experience employee feedback QA processIf you are unfamiliar with TCL (The Creative Life), you probably won’t be for long.

How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency

Talkdesk

Support agents represent the name and face of your business. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents.

How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency

Talkdesk

Support agents represent the name and face of your business. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents.

How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency

Talkdesk

Support agents represent the name and face of your business. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: .

Engaged Employees = Happy Customers

Contact Center Pipeline

Workforce Management agent empowerment call center Collaboration contact center employee engagement multichannel WFM workforce managementEmployee engagement is more than just a buzzword. Successful customer service organizations create a culture that encourages it.

Inside View: Travelzoo

Contact Center Pipeline

Customer Experience agent empowerment call center contact center contact center awards customer experienceThere are few things in life that inspire as much passion as travel. It has the power to change perspectives and transform lives. That’s why travel can typically be found at the top of New Year’s resolutions and bucket lists. Given the human tendency toward wanderlust, what is it that holds us back from pursuing […].

Travel 100

Why And How To Empower Customer Service Agents In Banking Contact Centers

Ameyo

We recently had an interesting discussion with a Customer Service Head of one of the leading banks in Africa, about how banking experience can be improved by empowering customer service agents with the right access to the backend applications for resolving customer queries efficiently.

Teleopti Acquired by Calabrio: A Shared Mission to Humanize the Workplace

teleopti

This has consequently elevated the role of the contact center and its crucial position in creating customer-brand connections. Forming the frontline between an organization and its customers, the work of contact center agents can easily make or break a customer relationship.

Welcome to the new world of self-scheduling for frontline employees

teleopti

Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom. For more information on agent Self-Scheduling available now in Teleopti WFM, click below or visit [link].

How to win friends and influence people with Workforce Management

teleopti

The first is to recognize the strategic link between employee engagement and productivity, the second is to turn the customer service department or contact center from a reactive cost-cutting organization to a proactive profit-making powerhouse and finally harness the power of data.

My Agent eXperience Selected as 2016 Customer Product of the Year

NICE inContact

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Agent Empowerment through real-time displays of agent performance, productivity and skills rankings metrics.

5 Ways to Empower Agents to Close the Cross-Channel Gap

LiveVox

As digital adoption accelerates, the role of the contact center has become more important than ever while simultaneously becoming more complex than ever. The post 5 Ways to Empower Agents to Close the Cross-Channel Gap appeared first on Livevox. Cross-Channel Agent Empowermen

How to Empower Contact Center Agents

VocalCom

The contact center is, without question, an intense environment. To keep agents organized and focused, managers may present them with a rigid protocol. However, good management is only part of ensuring agent success. Agent empowerment is equally essential, and that means giving agents a voice when establishing contact center practices. Here are five tips for empowering contact center agents to offer the best customer service possible.

7 Steps to CSR happiness

teleopti

With each new customer service representative hire estimated to cost the contact center $10,000 to $20,000 in training, direct recruiting costs and lost productivity during ramp up, it pays to nurture your talent and keep them on side.

EM360 Podcast: Extending the (Cloud) Value Proposition Beyond the Contact Center

Talkdesk

I recently had the pleasure of joining a podcast with Jon Arnold , Principal at J Arnold & Associates, on the topic of Extending the (Cloud) Value Proposition Beyond the Contact Center. . Most contact centers are premises-based, but there’s serious interest now in the cloud.

Elevated CX Is Achieved by Empowering Agents Through Tools and Technology

Bright Pattern

So, it should come as no surprise that three out of five of our top tips for elevating the customer experience in enterprise contact centers are related to agent engagement and empowerment through tools and technology. The following are our five favorite ways to boost agent productivity: agent engagement agent empowerment

5 Videos Contact Center Professionals Must Watch in 2018

Talkdesk

As 2017 comes to a close, call centers are busier than ever fielding calls from customers and planning for the new year. Video #1: 5 Crazy Ideas for Transforming Your Contact Center. Human performance company Aduro discusses their modern, AI-driven contact center.

Are Your Contact Center Agents Empowered to Provide Great Customer Service?

NICE inContact

We all want our agents to provide “great” service. When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service? Agents Want to Solve Customer Issues – But Can They?

Should Customer Service be a Sales Channel?

DMG

Wells Fargo is no longer making daily news headlines, but the impact of their overly aggressive cross-selling culture will be felt by contact centers throughout the United States for a long time. Setting the Record Straight: It’s highly unlikely Wells Fargo’s management was unaware of what was happening in their contact centers. There are many checks and balances in contact centers to ensure that renegade agents do not negatively impact customers or a company’s brand.

Sales 48

How to Show your Customer Service Agents You’re Thankful for Them

Aspect

The holiday season is all about giving and on this Thanksgiving Eve there’s no better time to show your customer service and contact center agents how grateful you are for them. Earlier this year , we surveyed a large group of agents to learn about the true agent experience.

Call Center Culture of Excellence – How to Build it

TechSee

Many of us have worked in contact centers. Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they’re not getting what they need. In fact, agents are leaving their positions at more than twice the average attrition rate of other jobs. What Matters Most to Contact Center Managers. After all, happy agents mean happy customers.

Is Your Contact Center Ready for the New Year? Set Your 2018 Business Priorities with CCW Digital’s Winter Report

Comm100

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy.

Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

TechSee

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Contact centers are ready for change. Current approaches to agent empowerment.

What is Call Quality Monitoring?

NICE inContact

While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. For this reason, most contact centers record their agents’ calls. Agent coaching and development. Beyond monitoring agents, many contact centers use QM to gain an understanding of their customer’s experience.

3 Keys to Building Customer Engagement – Connect, Automate, Iterate

NICE inContact

The traditional contact center organization has the greatest opportunity to transform its silos into the enterprise epicenter for customer interaction.

Optimize Agent Performance with Live Actionable Intelligence

CafeX

Research by CFI Group in 2017 shows that the contact center satisfaction index (CCSI) remains at a low point of 68 (as measured on a 0-100 scale) in the private and government sectors. The two key drivers of this call center metric are agent effectiveness and agent empowerment. These make sense because the competency of service agents directly impacts

Quality Scores: Are They Really Necessary?

Customer Service Life

Pretty much every contact center on the planet has some sort of a quality assurance process — or so I learned when I contracted with an outsourcer a half dozen years ago. It’s about whether or not the agent achieved the desired behavior. Contact Center Customer Service Jeremy

Stay in Sync with Effective Calibration

NICE inContact

This process validates the effectiveness of individuals evaluating agent performance and improving customer service. For the executives, listening to calls and understanding the opportunities and obstacles of the agent provides better insight into performance and the customer experience.

How to solve customer billing and payment problems with visual engagement

TechSee

Billing and payment issues represent a top driver of inquiries to customer service centers. With e-commerce and digital banking/, insurance becoming increasingly popular, resolving billing issues and contract payments is becoming a massive challenge for customer service centers.

Customer Experience Isn’t a Guessing Game: Get 5 Actionable Methods and the Customer Service KPI Categories You Need to Put Your Data to Work for an Off-The-Chart CX

SharpenCX

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. Be introspective about your agents’ environment. Which agents do they interact with?