Fonolo

JANUARY 26, 2023

Agent Empowerment The evolving role of the agent in the contact center was one key trend many of our influencers are watching. They discuss the importance of driving employee engagement and by extension, customer satisfaction. “I And their answers may not be what you expect.

Contact Center 126

Contact Center Agent Empowerment Self service Employee engagement 126

TechSee

APRIL 16, 2019

Acknowledging and addressing agent pain points – such as lack of career progression, low pay, frustration with repetitive tasks and inadequate technology – demonstrates effective leadership and helps the drive toward agent empowerment, ultimately benefiting contact center productivity. Improving Contact Center Culture.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Playvox

FEBRUARY 2, 2022

Most fundamentally you need to promote a culture of agent empowerment. In short, you need a solid employee engagement program. When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture. Implement A Full Quality Monitoring Program.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

SharpenCX

JUNE 24, 2020

As a manager, you own 70% of your employees’ engagement at work. . Your agents show up each day, plop down in their seats in the office or at home, and immediately start helping customers. And it’s up to you, manager, to keep them engaged in their role. And, give them actionable feedback to improve.

Management 128

Management Customer Service Agent Empowerment Contact Center 128

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. Employee Engagement.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. Employee Engagement.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

teleopti

DECEMBER 2, 2019

Theirs is an incredible story that has seen their use and knowledge of WFM grow to add agility and visibility to operations and make their vision for customer experience (CX) and employee engagement a reality. . Establish a feedback loop. 5 ways to become a WFM guru.

Coaching 68

Coaching Employee engagement Consulting Consulting 68