Fonolo

JANUARY 26, 2023

If you’ve been following the CX and contact center industries over the past few years, you know the landscape has drastically changed. We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023. And their answers may not be what you expect.

Contact Center 126

Contact Center Agent Empowerment Self service Employee engagement 126

Toister Performance Solutions

APRIL 30, 2020

And if your contact center is doing this to customers, you're also wasting precious handle time by not empowering your agents to serve people faster. But first, let’s look at how contact centers are wasting time. How do contact centers waste time? How do contact centers waste time?

Average Handle Time 83

Average Handle Time Interactive Voice Response Agent Empowerment Contact Center 83

SharpenCX

DECEMBER 30, 2019

When your agents handle customer interactions, be sure they don’t lose the human touch. Customer service, by definition, is about serving people; it should be genuine, personalized, and compassionate—or, simply put, human.” Because it determines your agents’ empowerment, productivity, and happiness at work.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

SharpenCX

JUNE 30, 2021

Technology is definitely part of delivering good customer service. Let’s consider some of the stats around how your agents impact good customer service: 71% of consumers believe a quick response from a service team can drastically improve their customer experience. You likely want to see your agents succeed in their work.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Customer Service Life

DECEMBER 15, 2017

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. The best argument I’ve heard in favor of showing scores to agents thus far is, “My team members are really motivated by their scores.” What’s still important?

Coaching 74

Coaching Agent Empowerment outsourcing Contact Center 74

bold360 Blog

AUGUST 31, 2020

Let’s start with a definition: “customer self-service” offers customers the tools and resources they need to find answers and resolve issues on their own, without the intervention of a human service agent. CSS tools, unlike human agents, are available 24/7 across multiple channels. CSS Tools Go Beyond the Chatbot.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

NICE inContact

DECEMBER 21, 2015

With the increase of remote employees and QM often being outsourced in the contact center, traditional calibration may not be ideal, so develop an approach that is best for your organization. Include your agents. Agent empowerment is the new norm within many contact centers.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48