NICE inContact

DECEMBER 12, 2016

Even worse, it meant that our customers suffered through hundreds of interactions in which agents provided some variation of “I need to escalate this to my manager for approval” before resolving their issue. You can imagine the negative impact this had on First Contact Resolution and overall Customer Experience.

Contact Center 74

Contact Center Agent Empowerment Customer Service Finance 74

Callminer

AUGUST 1, 2017

Agent Desktops : Having a user-friendly desktop for agents so that they can efficiently have everything they need in one area is a great way to have a healthy AHT, and most importantly they can assist the customers efficiently and effectively. To stop focusing agents on efficiency, even if that is counterintuitive.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

TechSee

MARCH 7, 2019

By buddying up with a human agent to make his job easier and more satisfying, the VEA will drive agent loyalty, streamline onboarding, improve daily productivity and help the agent provide better overall customer experience. Current approaches to agent empowerment. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Calabrio

OCTOBER 15, 2019

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16