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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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Call Center Culture of Excellence – How to Build it

TechSee

Employers around the globe are facing the most severe recruitment crisis in 12 years, according to the latest Talent Shortage Survey , with 40% of companies surveyed reporting difficulties filling roles. Enhancing employee satisfaction and cutting agent attrition should also be core priorities. Improving Contact Center Culture.

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Stay in Sync with Effective Calibration

NICE inContact

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.

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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. Out of the organizations surveyed for the report, 49% generate over one billion dollars in annual revenue, and 72% have multiple contact center sites.