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

CSM Magazine

DECEMBER 8, 2022

Some benefits of AI-powered self-service portals and chatbots include the following: Auto responses to frequently asked questions by customers. Allow agents to focus on more complex tasks by reducing the need to attend to every customer. AI chatbots assist in personalized, quick responses.

Customer Experience 52

Customer Experience Agent Empowerment Self service Average Handle Time 52

SharpenCX

DECEMBER 30, 2019

You form new strategies or tailor your old ones to the new expectations of customers. But through it all, one question remains the same: Do you know how to keep customers happy? Turns out, much of that happiness comes from the service you deliver. And, another 76% think customers are smarter and more informed, too.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

Tethr

DECEMBER 23, 2020

Today, we’ll discuss some of the 2021 CX trends we believe will come to shape the landscape of customer service interactions in the coming year. #1. Self-Service Digital Channels. Growth of Agent Empowerment .

Customer Experience 75

Customer Experience Agent Empowerment Self service Chatbots 75

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Preventing Agent Burnout.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52