The InsideOut Approach: Three Ways Managers Can Improve a Contact Center Culture

Contact Center Pipeline

Virtually every contact center understands the unique challenges its employees face: Agents often struggle with low pay, high stress, few chances for advancement, not enough training and poor leadership.

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

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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 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.

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.

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.

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.

Don’t Make Customers Wait: Smart Solutions for Balancing Demand with Finite Resources

Contact Center Pipeline

Staffing agent empowerment call center call triage contact center FCR first-contact resolution gig economy managing call volume queue dynamics service delivery staffing wait time

Turnover… But Not the Good Kind

Contact Center Pipeline

Agent Retention agent development agent empowerment agent retention agent turnover call center contact center job quality labor costs trainingThe word “turnover” can make either your mouth water or your head hurt.

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.

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.

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: .

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 […].

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.

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.

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].

The 5-Point Customer Experience Health Check for Contact Centers

pindrop

The 5-Point Customer Experience Health Check for Contact Centers. Often when thinking about customer experience most of the thought is dedicated to the online experience, but what about the contact center? Check for Agent Empowerment .

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.

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.

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.

The insider’s guide to WFM

teleopti

Or is it all about first-contact resolution? Customer Satisfaction Using WFM Engage Customer Service Staff Training Planning Understanding Workforce Planning agent empowerment agent engagement agent self-service consistent customer experience contact center customer experience customer satisfaction customer service experience employee motivation employee satisfaction employee scheduling workforce solutions

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

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?

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.

Should Customer Service be a Sales Channel?

DMG Consulting

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.

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Trusting those you trust with your most valuable asset

Taylor Reach Group

The agents on the frontline want to help customers. Doing these things results in happier customers and happier agents (as they were dealing with happy customers). When the agents were empowered to make the decision and provide refunds, the number of refund requests actually went down.

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.