NICE inContact

DECEMBER 12, 2016

So, maybe your agents are empowered to solve problems and make decisions in the best interest of your customers, but can they easily access the information to troubleshoot and resolve the issue? While implementing a knowledge management solution is not easy, it can be the key to true agent empowerment.

Contact Center 74

Contact Center Agent Empowerment Customer Service Finance 74

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

TechSee

MARCH 7, 2019

Deploying the most effective and sustainable VEA would require the integration of multiple technologies, such as interaction guidance, decision support, robotic process automation, workflow optimization and agent career path development. Current approaches to agent empowerment. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

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. THE ONE AWARDS WINNERS. The Leader – Idaho Central Credit Union.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16