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

Talkdesk

MARCH 2, 2018

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.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

Comm100

DECEMBER 1, 2017

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.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42