NICE inContact

DECEMBER 12, 2016

If the issue was due to our error, the agent would always process a credit. However, the Delegation of Authority (DOA) as defined by finance provided our agents ZERO authority to process these transactions. This empowerment made for happier agents, supervisors and, most importantly, customers.

Contact Center 74

Contact Center Agent Empowerment Customer Service Finance 74

bold360 Blog

AUGUST 31, 2020

Fortunately, Filters Fast had already deployed a (Bold360) chatbot — the chatbot managed 80% of the company’s customer traffic, enabling its small customer service team to manage more complex (and often higher-value) interactions as they worked from home.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

CCNG

JANUARY 18, 2023

One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. Agents who feel empowered are comfortable making decisions on their own, which gives them a keen sense of ownership with every customer interaction. The concept is simple.

Agent Empowerment 195

Agent Empowerment CCNG Contact Center Morale 195

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Tethr

AUGUST 4, 2020

Taking your call center to the next level when it comes to customer service and the overall customer experience is always important. Liberating your voice data, developing your agents and creating CX teams are some of the best ways to get there. They already likely exist within your organization as it stands.

Coaching 71

Coaching Finance Call Center Enterprise 71

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