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Agent Empowerment: Putting Firstline Employees First in the Contact Center

Noble Systems

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.

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Agent Empowerment: Putting Firstline Employees First in the Contact Center

Noble Systems

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.

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7 Key Challenges That Hinder Agent Performance

Talkdesk

If the management directives, processes and technologies are not predicated on driving agents to success, the customer experience will absolutely suffer. By succumbing to some common challenges, today’s organizations turn the already difficult task of agent performance into an utterly impossible one.

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Is Your Contact Center Ready for the New Year? Set Your 2018 Business Priorities with CCW Digital’s Winter Report

Comm100

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. Tip: Designing annual priorities will be unique to each contact center, and may depend on company history, culture, and customer experience goals.