SharpenCX

JUNE 24, 2020

Let’s walk through five performance management techniques you can use to improve your agents’ experience at work, and your customers’ experience with your brand. Recognize how your agents’ empowerment & engagement impacts performance. Address KPIs and how agents live up to the standards you set together.

Management 128

Management Customer Service Agent Empowerment Contact Center 128

NobelBiz

MARCH 5, 2024

This article will be your ultimate guide on call center reporting, where we’ll take you through how Nobelbiz’s cutting-edge capabilities are redefining what it means to excel in customer service. Table of Contents What is Call Center Reporting? Lee Davis – tech analyst, Forbes contributor.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

VocalCom

MARCH 12, 2018

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. Give agents the best tools.

Contact Center 91

Contact Center Agent Empowerment Interactive Voice Response Contact center software 91

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

Tethr

OCTOBER 23, 2018

Of course, like “ customer-centricity ,” the idea of “frontline empowerment” has become an over-used and fairly meaningless concept in the CX and customer service world. In fact, they take steps to avoid the temptation of telling, which they fear will inadvertently over-ride agent empowerment and judgment.

Agent Empowerment 48

Agent Empowerment Scripts Enterprise Customer centricity 48

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 Customer Experience Metrics 59

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. Implement A Full Quality Monitoring Program.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Many agents end up with multiple tabs open on their screens, flipping between them to complete the inquiry generation process. Customer service diminishes. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Customer Service Life

DECEMBER 15, 2017

Like other KPIs, this is a metric that’s tracked and improved upon from the organizational level all the way down to each individual agent. The idea is that through consistent monitoring and coaching, agents will improve these scores and the quality of their customer service over time. Batting around an alternative.

Coaching 74

Coaching Agent Empowerment outsourcing Contact Center 74

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 Customer Experience Metrics 52

NICE inContact

DECEMBER 21, 2015

This process validates the effectiveness of individuals evaluating agent performance and improving customer service. Include your agents. Agent empowerment is the new norm within many contact centers. Agent inclusion is a vital strategy for establishing agent buy-in and promoting self-improvement.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

teleopti

DECEMBER 2, 2019

Based on the insights of Calabrio/Teleopti’s customer community combined with our first-hand experience of guiding organizations through the often-complicated maze of scheduling and forecasting, here is an insider’s guide to making the most of your WFM technology. . Establish a feedback loop. 5 ways to become a WFM guru.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

Global Response

MARCH 26, 2024

Now they are seeking help from a live agent – and their satisfaction and loyalty lie in the balance. At this moment, it’s critical that your customer service agents are able to resolve the issue quickly and efficiently. How can you improve FCR rates and retain satisfied customers?

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

Comm100

DECEMBER 1, 2017

This is why 34% of organizations have recognized the importance of improving their voice of the customer strategy: They want to be sure that the customer experiences that they are designing (and the investments that they are making) are what their customers are actually asking for. Customer Journey Mapping Is Gaining Importance.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

Contact Center Pipeline

OCTOBER 13, 2015

In recent years, some service providers have subscribed to the theory that companies should strive to provide a level of customer service that is just “good enough,” and should not spend the effort or resources trying to delight their customers. Customers will be satisfied if you just get the basics right, they say.

Agent Empowerment 100

Agent Empowerment Customer Service Feedback Contact Center 100

Tethr

APRIL 30, 2020

Some can be measured using both structured (feedback surveys) and unstructured (deriving preparedness, anxiety and discretionary effort) via advanced enterprise listening platforms like Tethr. Others rely on ways to improve connectivity and focus on agent empowerment. Generic feedback requests will finally be scrapped.

Agent Empowerment 68

Agent Empowerment Self service Feedback Surveys 68

CSM Magazine

OCTOBER 4, 2022

More than one-third (38%) of contact center agents don’t feel they’re set up for success and only 54% of agents believe their leadership invests in their team, according to Qualtrics research. For many companies, addressing feedback after a customer has had a poor experience is not enough to salvage the relationship.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

SharpenCX

MAY 6, 2021

But truth be told, surveys alone can give you a narrow view of your customer experience. It’s easy for customers to be a bit dishonest, and it’s even easier to opt-out and not share feedback at all. So, in addition to asking your customers directly, dig into your behavioral data, too. That’s right.

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

SharpenCX

NOVEMBER 3, 2020

You know that providing relevant feedback often will improve your agents’ well-being and your customer satisfaction. Your agents feel secure in their roles when they trust your leadership and have the knowledge they need to do their jobs well. Read Next] How agent empowerment impacts customer service.

Call Center 67

Call Center Agent Empowerment Management Coaching 67