NICE inContact

OCTOBER 3, 2017

While self-service, chat and email may work well for resolving simple issues, more complicated issues may be best addressed via voice channel. Agent empowerment is part of the process. The post Contact Resolution and Agent Empowerment will Increase Customer Loyalty appeared first on inContact Blog.

Agent Empowerment 60

Agent Empowerment Benchmark Contact Center Coaching 60

NICE inContact

OCTOBER 3, 2017

While self-service, chat and email may work well for resolving simple issues, more complicated issues may be best addressed via voice channel. Agent empowerment is part of the process. The post Contact Resolution and Agent Empowerment will Increase Customer Loyalty appeared first on inContact Blog.

Agent Empowerment 48

Agent Empowerment Benchmark Contact Center Coaching 48

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

Toister Performance Solutions

APRIL 30, 2020

The issue starts in other channels like self-service, social media, or chat which are frequently not optimized. 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.

Average Handle Time 83

Average Handle Time Interactive Voice Response Agent Empowerment Contact Center 83

Talkdesk

MARCH 2, 2018

Agent performance and CSAT suffer when a customer fails self service, calls the contact center and the agent has no idea who they are or the nature of their problem,” said Gadi. Quickly, yet meaningfully connecting with a customer is difficult enough for agents who have the information they need.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

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

Comm100

DECEMBER 1, 2017

This contact center priority goes hand in hand with the previous goal of reducing customer friction: by creating (or optimizing) an automated self-service experience, customers will be able to solve transactional self-service issues quickly and efficiently. ” Empowering Agents as a Top Investment Priority.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42