SharpenCX

APRIL 29, 2020

Workforce management in your contact center is all about finding balance. You balance the needs of your customers with the workload of your agents (and their development). Plus, you toss in overseeing your contact center budget, too. Empathy doesn’t scale when your agents are overworked and overwhelmed.

Coaching 76

Coaching Management Contact Center Morale 76

teleopti

JUNE 5, 2019

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. For more info, read the press release!

Contact Center 90

Contact Center Chatbots Self service Customer Experience 90

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. This is where I typically like to talk about emotional intelligence and the way a negative score can hijack an agent’s amygdala and put them in fight or flight mode.

Coaching 74

Coaching Agent Empowerment outsourcing Contact Center 74

Talkdesk

MARCH 2, 2018

Agent performance is, itself, a major challenge for contact centers. Even if all the strategic and systemic stars align, there is no guarantee the agents will actually be able to achieve optimal results. Internal systems/tools can have both positive and negative impacts on agent performance,” said Gadi Shamia.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

Balto

SEPTEMBER 21, 2022

Reaffirms commitment to agent empowerment for retention and growth in the contact center. Because if your agents are satisfied, so are your customers.”. Agent empowerment goes beyond agent assistance. Balto unites agents with AI to enable better conversations that deliver results.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

TechSee

MARCH 7, 2019

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. Building a better VEA.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

SharpenCX

NOVEMBER 3, 2020

Work with your team to set quarterly contact center goals. And, as you map out each goal, assign relevant metrics to help agents understand progress toward those goals. Your agents feel secure in their roles when they trust your leadership and have the knowledge they need to do their jobs well.

Call Center 67

Call Center Agent Empowerment Management Coaching 67