Talkdesk

NOVEMBER 9, 2017

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. Every customer base is unique and requires a unique blend of problem solving skills and contact center tools.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Talkdesk

NOVEMBER 9, 2017

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. Every customer base is unique and requires a unique blend of problem solving skills and contact center tools.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Types of Call Center Reports So what type of call center reports are there?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

TechSee

APRIL 16, 2019

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. What Matters Most to Contact Center Managers. Proactivity is Key.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Talkdesk

NOVEMBER 9, 2017

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. Every customer base is unique and requires a unique blend of problem solving skills and contact center tools.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

NICE inContact

APRIL 9, 2019

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.

Agent Empowerment 55

Agent Empowerment Coaching Contact Center Quality management 55

SharpenCX

JUNE 30, 2021

As a contact center manager, much of what you do daily shapes the quality of your service. You likely want to see your agents succeed in their work. Project 1: Invest in the Right Tools for Your Contact Center. Investing in quality tools and technology in your contact center can go a long way.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

SharpenCX

JUNE 24, 2020

You crack down on metrics to drive up agent performance, but KPIs don’t budge. You monitor interactions to see where agents need help, but your performance plans don’t get them back on track. I keep tabs on a few forums where contact center agents share their frustrations (and successes) at work. What gives?

Management 128

Management Customer Service Agent Empowerment Contact Center 128

Comm100

DECEMBER 1, 2017

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. Tip: Begin to examine your existing contact center processes.

Contact Center 41

Contact Center Customer centricity Journey mapping Benchmark 41

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. Some things are out of the agents’ control but some aren’t and quality should always be tied back to the impact on the customer. Click here for the original.

Coaching 74

Coaching Agent Empowerment outsourcing Contact Center 74

SharpenCX

OCTOBER 8, 2019

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. It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. It’s time to use it.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

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

SharpenCX

OCTOBER 8, 2019

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. It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. It’s time to use it.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

CSM Magazine

OCTOBER 4, 2022

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers. For many companies, addressing feedback after a customer has had a poor experience is not enough to salvage the relationship.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

Contact Center Pipeline

MAY 18, 2017

If you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. Although the brand is a worldwide leader in TV sales, until recently, it remained relatively unknown in the United States. In 2014, TCL’s leadership team made a commitment to change that. Their goal: To become the No. 3 TV brand […].

Average Handle Time 124

Average Handle Time Sales Agent Empowerment Customer advocacy 124

teleopti

DECEMBER 2, 2019

Establish a feedback loop. Encourage planners to attend the occasional team meeting so that everyone gets an overview of what influences shifts and schedules. That way, no- one feels victimized and people are more likely to accept shifts and work together at all levels.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

Contact Center Pipeline

OCTOBER 13, 2015

In recent years, some service providers have subscribed to the theory that companies should strive to provide a level of customer service that is just “good enough,” and should not spend the effort or resources trying to delight their customers. Customers will be satisfied if you just get the basics right, they say. Rob Judson […].

Agent Empowerment 100

Agent Empowerment Customer Service Feedback Contact Center 100

SharpenCX

MAY 6, 2021

After all, most agents don’t have a cute puppy to soften the blow of a customer problem. Turns out, what you measure in your contact center has the power to change your customer outcomes. He sees the contact center moving from a transactional department to one that’s solutions-oriented and insight-driven.

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

Tethr

APRIL 30, 2020

As asynchronous channels give space to the conversation, customer experiences are often enhanced by real-time knowledge aids that lead to a better experience for customers and agents alike. The ways teams are organized might also have to evolve in order to balance interaction complexity with agent tenure and ability.

Agent Empowerment 68

Agent Empowerment Self service Feedback Surveys 68

SharpenCX

NOVEMBER 3, 2020

You know that providing relevant feedback often will improve your agents’ well-being and your customer satisfaction. This is the gold standard for successful call center managers. Work with your team to set quarterly contact center goals. Read Next] How agent empowerment impacts customer service.

Call Center 67

Call Center Agent Empowerment Management Coaching 67