TechSee

MARCH 7, 2019

Current approaches to agent empowerment. Forward-looking customer service organizations have discovered various innovative ways to empower their agents and enhance their value to the organization. For every customer episode – paying a bill, getting technical support with activating a device, etc.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

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

Calabrio

OCTOBER 15, 2019

Idaho Central continuously improves frontline engagement and performance and encourages agent empowerment—all backed by Calabrio’s integrated workforce management (WFM) platform. As a result, customers report being happier overall. THE ONE AWARDS WINNERS. The Leader – Idaho Central Credit Union. The Optimizer – Alliant Energy.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16