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. Agent Experience Demands No Friction and Easy Access to Data.

How Agent Empowerment Impacts Your Customer Service Experience

SharpenCX

There’s a disconnect in customer service. Yet, too many companies fail to put their people first and give their agents the support needed to deliver stellar service. Creating positive experiences for your customers. Agent Experience Customer Experience

Contact Resolution and Agent Empowerment will Increase Customer Loyalty

NICE inContact

Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Our same study showed that customers put a lot of weight on first-time resolution of those issues.

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. Agent Experience Demands No Friction and Easy Access to Data.

How to Fearlessly Empower Your Contact Center Agents

Speaker: Jeff Toister, Employee Training Expert, Bestselling Author, Speaker

An ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience. Agents worry about doing the wrong thing and getting in trouble. Learn the tools to allow agents to deliver remarkable experiences.

Fulfilling the Promise of Agent Empowerment [Webcast Recap]

SharpenCX

In case you missed it, we’re recapping last week’s Agent Empowerment Webcast presented by Blair Pleasant of BCStrategies. We unpacked the idea of agent empowerment and what it means for customer satisfaction. The post Fulfilling the Promise of Agent Empowerment [Webcast Recap] appeared first on Sharpen Contact Center Software. Customer Experience

Inside View: TCL North America

Contact Center Pipeline

Agent empowerment agent empowerment AHT average handle time call center contact center customer advocacy customer experience employee feedback QA processIf you are unfamiliar with TCL (The Creative Life), you probably won’t be for long.

How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency

Talkdesk

Support agents represent the name and face of your business. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents.

How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency

Talkdesk

Support agents represent the name and face of your business. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents.

How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency

Talkdesk

Support agents represent the name and face of your business. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents.

Inside View: Travelzoo

Contact Center Pipeline

Customer Experience agent empowerment call center contact center contact center awards customer experienceThere are few things in life that inspire as much passion as travel. It has the power to change perspectives and transform lives. That’s why travel can typically be found at the top of New Year’s resolutions and bucket lists. Given the human tendency toward wanderlust, what is it that holds us back from pursuing […].

Travel 100

Teleopti Acquired by Calabrio: A Shared Mission to Humanize the Workplace

teleopti

Teleopti CEO, Olle Düring, shares some insights around the possibilities the acquisition by Calabrio brings, how we together are on a mission to humanize customer and employee experiences. This blog is a little different than our usual WFM posts but we have some exciting news!

How to win friends and influence people with Workforce Management

teleopti

Increasing industry consolidation, decreasing customer loyalty and the viral power of social media are just some of the challenges facing business leaders today and they need to master them all to succeed. Involve and empower – to drive positive customer experience (CX) and business success.

Welcome to the new world of self-scheduling for frontline employees

teleopti

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, Magnus Geverts takes a closer look at what’s next for WFM. More freedom for employees means greater freedom to achieve more, for themselves, customers and the business.

My Agent eXperience Selected as 2016 Customer Product of the Year

NICE inContact

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Agent Empowerment through real-time displays of agent performance, productivity and skills rankings metrics.

7 Steps to CSR happiness

teleopti

Tommy Palomäki at Teleopti explains why it pays to focus on CSR’s (Customer Service Representatives) well-being using automated Workforce Management to inspire and motivate staff. Employee attrition can contribute to increased operating costs.

Elevated CX Is Achieved by Empowering Agents Through Tools and Technology

Bright Pattern

According to Gallup, highly engaged customer service teams achieve, on average, a 10% increase in customer ratings and a 20% increase in sales. So, it should come as no surprise that three out of five of our top tips for elevating the customer experience in enterprise contact centers are related to agent engagement and empowerment through tools and technology.

Should Customer Service be a Sales Channel?

DMG

Should Customer Service be a Sales Channel? There are many checks and balances in contact centers to ensure that renegade agents do not negatively impact customers or a company’s brand. Some recordings are reviewed by a quality management team who evaluate, score, and coach agents on their performance. And agents surely participated in training courses where they were instructed in how to improve their sales skills.

Sales 48

Customer Experience Isn’t a Guessing Game: Get 5 Actionable Methods and the Customer Service KPI Categories You Need to Put Your Data to Work for an Off-The-Chart CX

SharpenCX

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. Your work isn’t over after you carefully harvest info from your customer and agent interactions.

What is Call Quality Monitoring?

NICE inContact

While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. For this reason, most contact centers record their agents’ calls. Agent coaching and development. Beyond monitoring agents, many contact centers use QM to gain an understanding of their customer’s experience.

Call Center Culture of Excellence – How to Build it

TechSee

Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they’re not getting what they need. In fact, agents are leaving their positions at more than twice the average attrition rate of other jobs. Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation.

Are Your Contact Center Agents Empowered to Provide Great Customer Service?

NICE inContact

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. But, does hiring great contact center agents equate to great service? Agents Want to Solve Customer Issues – But Can They?

3 Keys to Building Customer Engagement – Connect, Automate, Iterate

NICE inContact

According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue.

How to solve customer billing and payment problems with visual engagement

TechSee

Billing and payment issues represent a top driver of inquiries to customer service centers. Some issues repeat themselves over and over and are simpler to resolve, such as customer profile changes or subscription cancellations. Customer service problem solving examples.

How to Empower Contact Center Agents

VocalCom

To keep agents organized and focused, managers may present them with a rigid protocol. However, good management is only part of ensuring agent success. Agent empowerment is equally essential, and that means giving agents a voice when establishing contact center practices. Listening to their customer experiences and allowing them some autonomy when delivering service can empower them to do their best work. Give agents the best tools.

EM360 Podcast: Extending the (Cloud) Value Proposition Beyond the Contact Center

Talkdesk

Jon: Contact center technology aside, customer expectations have been changing as well, so let’s talk about that. Customer expectations are higher than ever, and changing faster than ever. Customers are in control, and Customer Experience (CX) is king.

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.

Transforming Citizen Experience

Altivon

Companies everywhere have been schooled by the likes of Starbucks and Amazon, which have radically improved customer experience and dramatically benefited financially as a consequence. Customer experience has become a strategic differentiator that is core to long-term success.

Do you believe in frontline empowerment? Or do you just say that you do?

Tethr

In the first post in this series , I argued that the explanation for why one company’s customer centricity efforts succeed while others fail is ultimately a function of whether the company itself is more focused on “telling” or more focused on “listening.”. The first and most powerful marker of a listening enterprise is how a company treats its frontline employees—and namely, the level of empowerment they give to the frontline. The post Do you believe in frontline empowerment?

Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

TechSee

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. They now demand more satisfying and empowering work experiences. Current approaches to agent empowerment.

5 Videos Contact Center Professionals Must Watch in 2018

Talkdesk

As 2017 comes to a close, call centers are busier than ever fielding calls from customers and planning for the new year. Despite significant advancements in technology, the phone support experience has remained unchanged for 30 years. Leah Groos, Director of Member Experience at Aduro.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Tyler Riddell is the Vice President of Marketing for eSUB with over 15 years of experience in Marketing, Product Management, Advertising, and Public Relations. If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people.

7 Key Challenges That Hinder Agent Performance

Talkdesk

Editor’s Note: This piece was originally written by Brian Cantor, Digital Director and Principal Analyst at CCW, for CCW and Talkdesk’s Special Report: Agent Performance. Agent performance is, itself, a major challenge for contact centers.

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. A “Frictionless Experience” Is Top Priority. Where are your customers having a hard time?