Noble Systems

JANUARY 29, 2019

Whether or not “Meet the new boss same as the old boss” is a reference to political unrest of that generation, the message is clear: The more it changes, the more it’s the same thing. Power 2018 Insurance Digital Experience Study. Contact center leaders must adapt to current day realities.

Agent Empowerment 58

Agent Empowerment Contact Center Customer centricity Surveys 58

Noble Systems

JANUARY 29, 2019

Whether or not “Meet the new boss same as the old boss” is a reference to political unrest of that generation, the message is clear: The more it changes, the more it’s the same thing. Power 2018 Insurance Digital Experience Study. Contact center leaders must adapt to current day realities.

Agent Empowerment 47

Agent Empowerment Contact Center Customer centricity Surveys 47

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

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

SharpenCX

JUNE 24, 2020

As a manager, you own 70% of your employees’ engagement at work. . Your agents show up each day, plop down in their seats in the office or at home, and immediately start helping customers. And it’s up to you, manager, to keep them engaged in their role. And, to motivate them to keep doing better for your customers.

Management 128

Management Customer Service Agent Empowerment Contact Center 128

TechSee

MARCH 7, 2019

Today’s contact center agents are no longer satisfied with spending their days placating frustrated customers while under tremendous pressure to meet operational KPIs. They now demand more satisfying and empowering work experiences. Today’s limited Virtual Employee Assistants. Contact centers are ready for change.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

SharpenCX

OCTOBER 8, 2019

Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59