Noble Systems

JANUARY 29, 2019

But despite innovations like omnichannel and artificial intelligence, the importance of providing firstline employees with the tools to deliver optimal customer experiences has not changed. CCW’s research validates Belmont’s assertion and crystalizes customer-centric organizations will seek to create happy, engaged, productive agents.

Agent Empowerment 58

Agent Empowerment Contact Center Customer centricity Surveys 58

Noble Systems

JANUARY 29, 2019

But despite innovations like omnichannel and artificial intelligence, the importance of providing firstline employees with the tools to deliver optimal customer experiences has not changed. CCW’s research validates Belmont’s assertion and crystalizes customer-centric organizations will seek to create happy, engaged, productive agents.

Agent Empowerment 47

Agent Empowerment Contact Center Customer centricity Surveys 47

CSM Magazine

JUNE 22, 2023

The CCW Excellence Awards recognize the most innovative companies and top-performing executives for their extraordinary contributions to the customer contact profession. Calabrio is honoured to be recognised for empowering frontline staff, unravelling complexity, and driving impact through customer experience.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

TechSee

APRIL 16, 2019

Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation. Enhancing employee satisfaction and cutting agent attrition should also be core priorities. After all, happy agents mean happy customers.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Tethr

OCTOBER 23, 2018

In the first post in this series , I argued that the explanation for why one company’s customer centricity efforts succeed while others fail is ultimately a function of whether the company itself is more focused on “telling” or more focused on “listening.”. Listening organizations don’t ask for these sorts of things.

Agent Empowerment 48

Agent Empowerment Scripts Enterprise Customer centricity 48

NICE inContact

AUGUST 25, 2016

According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue. The days of technology-driven process design are over.

Brand ambassadors 48

Brand ambassadors Agent Empowerment Contact Center Enterprise 48

NICE inContact

DECEMBER 21, 2015

Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. This process validates the effectiveness of individuals evaluating agent performance and improving customer service. Include your agents. Calibrate across all Channels.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48