Tethr

JUNE 30, 2021

It’s a fundamental truth about customer experience (CX): Reducing customer effort is the key to a great customer experience. But if you’re not ready to commit to the effort-reducing bandwagon quite yet, whether due to budget constraints, lack of executive buy-in, or other reasons… You’re not out of luck!

Customer Experience 74

Customer Experience Agent Empowerment Analytics Call Center 74

CSM Magazine

DECEMBER 8, 2022

In today’s business world, about 89% of businesses compete solely based on customer experience (CX). Building a solid customer experience strategy to attract new customers and retain existing ones is even more crucial for business success now. What is a customer experience strategy, and why is it important?

Customer Experience 52

Customer Experience Agent Empowerment Self service Average Handle Time 52

Tethr

DECEMBER 23, 2020

Whether that looks like call center agents working from home, a company-wide struggle to migrate quickly to digital tools, or even canceled or reduced services as customers tighten their belts, your operation probably encountered struggles this year that seemed unimaginable in the January of 2020. Growth of Agent Empowerment .

Customer Experience 74

Customer Experience Agent Empowerment Self service Chatbots 74

pindrop

FEBRUARY 12, 2020

The 5-Point Customer Experience Health Check for Contact Centers. Often when thinking about customer experience most of the thought is dedicated to the online experience, but what about the contact center? CRM tools are the crown jewel of customer interaction. Check for Agent Empowerment .

Contact Center 52

Contact Center Customer Experience Agent Empowerment Call flow 52

NICE inContact

DECEMBER 12, 2016

We all want our agents to provide “great” service. When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand.

Contact Center 74

Contact Center Agent Empowerment Customer Service Finance 74

SharpenCX

DECEMBER 30, 2019

87% of employees who are happy with their jobs are willing to work extremely hard for their company’s customers. When your agents work hard for your customers, they reduce customer effort and build positive customer relationships. Develop better manager-agent relationships.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

Playvox

FEBRUARY 2, 2022

It also becomes harder to meet service levels and customer experience goals measured by metrics such as first contact resolution, customer satisfaction, and customer effort score. Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68