Balto

DECEMBER 16, 2022

2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. With renewed focus on agent experience, ever-advancing AI capabilities, and the embrace of omnichannel solutions, contact center leaders face an exciting opportunity to best serve their customers in 2023.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

Tethr

OCTOBER 23, 2018

The first and most powerful marker of a listening enterprise is how a company treats its frontline employees—and namely, the level of empowerment they give to the frontline. Of course, like “ customer-centricity ,” the idea of “frontline empowerment” has become an over-used and fairly meaningless concept in the CX and customer service world.

Agent Empowerment 48

Agent Empowerment Scripts Enterprise Customer centricity 48

Toister Performance Solutions

APRIL 30, 2020

So your IVR is adding talk time, but your agents aren’t empowered to skip the script and give some of that time back. What is agent empowerment? An empowered agent is given more than just authority. It requires the agent to balance making the customer feel good with getting the job done quickly.

Average Handle Time 83

Average Handle Time Interactive Voice Response Agent Empowerment Contact Center 83

Callminer

AUGUST 1, 2017

Agent Desktops : Having a user-friendly desktop for agents so that they can efficiently have everything they need in one area is a great way to have a healthy AHT, and most importantly they can assist the customers efficiently and effectively. In return, the customer experience will improve and the agent frustration will be reduced.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SharpenCX

JUNE 30, 2021

With an internal knowledge base, your agents can look for answers themselves, empowering them to problem solve when you’re unavailable and helping them become more independent in their work. We have 6 scripts to stock in your knowledge base. Train agents as a team. Project 3: Support Your Agents Professionally and Personally.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. We’re here to help.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

Talkdesk

MARCH 2, 2018

Agent empowerment is the key to performance. Great training is the key to agent empowerment. Unfortunately, some organizations struggle to deliver the training agents require. They expect agents to deliver support that is dynamic and personalized. The challenge of training goes beyond course material.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40