Tethr

OCTOBER 23, 2018

The first and most powerful marker of a listening enterprise is how a company treats its frontline employees—and namely, the level of empowerment they give to the frontline. 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

Tethr

DECEMBER 23, 2020

Growth of Agent Empowerment . By using enterprise listening tools like Tethr, these companies glean voice of the customer (VoC) insights that they can then use to improve their CX in meaningful ways. They may turn to unsanctioned channels for help—like that YouTuber—or to social media to complain about your brand.

Customer Experience 75

Customer Experience Agent Empowerment Self service Chatbots 75

Talkdesk

JULY 15, 2019

Poor integration with the rest of the enterprise is the norm. This has required more focus on agent empowerment and new tools to help them better support customers. They’re too difficult to make changes – too much IT is required to make every little change, which makes them very expensive. It’s all trending down. . .

Contact Center 53

Contact Center Agent Empowerment Enterprise Metrics 53

JustCall

MARCH 9, 2023

Contact Center Software SaaS contact centers (cloud-based) also help you establish a calling facility with remote agents and completely eliminate the need for a physical space to house all your equipment. Many enterprises are choosing cloud-based contact center software to become more agile, resilient, and scalable for the long term.

Contact center software 52

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

NICE inContact

AUGUST 25, 2016

The traditional contact center organization has the greatest opportunity to transform its silos into the enterprise epicenter for customer interaction. Capabilities such as automation, analytics, workflow and verification have the ability to transform agent, customer and enterprise operations.

Brand ambassadors 48

Brand ambassadors Agent Empowerment Contact Center Enterprise 48

NobelBiz

MARCH 5, 2024

Agent Empowerment and Efficiency : Our solutions provide detailed performance analytics, facilitating targeted training and development programs that empower agents and enhance productivity.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Tethr

AUGUST 14, 2020

The first and most powerful marker of a listening enterprise is how a company treats its frontline employees—and the level of empowerment they give to the frontline. Do your customer-facing teams have the ownership to make decisions on their own?

Scripts 110

Scripts Best practices Call Center Enterprise 110

Tethr

AUGUST 4, 2020

The platform delivers research-backed customer experience, marketing and sales insights that are shared across the enterprise. The open sharing of data between teams and systems is necessary when you want to improve results in areas across the enterprise. Empower your agents.

Coaching 72

Coaching Finance Call Center Enterprise 72

Callminer

AUGUST 1, 2017

Agent Desktops : Having a user-friendly desktop for agents so that they can efficiently have everything they need in one area is a great way to have a healthy AHT, and most importantly they can assist the customers efficiently and effectively. In return, the customer experience will improve and the agent frustration will be reduced.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Bright Pattern

MARCH 8, 2018

So, it should come as no surprise that three out of five of our top tips for elevating the customer experience in enterprise contact centers are related to agent engagement and empowerment through tools and technology. The following are our five favorite ways to boost agent productivity:

Technology 59

Technology Enterprise Contact Center Sales 59

Balto

SEPTEMBER 21, 2022

Reaffirms commitment to agent empowerment for retention and growth in the contact center. These incremental capabilities will help contact centers achieve high levels of customer growth, improve customer satisfaction, and reduce average handle times, while retaining agents who will be more satisfied with their jobs. About Balto.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

DMG Consulting

SEPTEMBER 16, 2017

She provides strategic and practical counsel for enterprises, solution providers, and the investment community. A recognized visionary, author, and speaker, Donna drives strategic transformation and innovation throughout the services industry.

Sales 48

Sales Customer Service Contact Center CRM 48

NobelBiz

FEBRUARY 9, 2023

Going into 2021, we can foresee a few things that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment. Contact Centers had to adopt the right tools and even shift their models completely in order to achieve business continuity and customer demands.

Call Center 52

Call Center Gamification Agent Empowerment Contact Center 52

3CLogic

JANUARY 5, 2022

While using social media, chat, and email to communicate with customers was unimaginable at that time, these channels are now essential for delivering a positive customer experience for a modern-day enterprise. Perhaps the reason why is because agents have made it clear that they prefer a remote environment.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

TechSee

JANUARY 8, 2019

Agents become frustrated with their inability to help causing higher attrition rate. And most importantly, customers experience frustration, lower levels of satisfaction with the enterprise, and ultimately, churn. Oftentimes, the root cause of a mishandled call is the communication gap. Higher customer satisfaction and less churn.

Agent Empowerment 167

Agent Empowerment Banking Customer Service Sales 167

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