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How to Effectively Empower Call Center Agents

Global Response

What does empowerment look like when it comes to their role? Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer service and customer satisfaction. So, how do you create empowered call center agents who can deliver great service day-in and day-out?

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CX4Now: CX and Contact Center Trends to Watch, According to These Influencers

Fonolo

Agent Empowerment The evolving role of the agent in the contact center was one key trend many of our influencers are watching. Thomas Laird, CEO at Expivia Interaction Marketing Group, says this technology could take over the role of customer feedback forms. “We And their answers may not be what you expect.

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How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency

Talkdesk

I really believe in direct, ongoing feedback and we review metrics and performance weekly with people so they know where they stand. The post How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency appeared first on Talkdesk. Our team leads are pushed the hardest by their own teams.

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How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency

Talkdesk

I really believe in direct, ongoing feedback and we review metrics and performance weekly with people so they know where they stand. The post How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency appeared first on Talkdesk. Our team leads are pushed the hardest by their own teams.

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How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency

Talkdesk

I really believe in direct, ongoing feedback and we review metrics and performance weekly with people so they know where they stand. We like to turn things on their head and always check to see if we are responsible for the issue first. For instance, we look at the contact center management team and the system we’ve set up.

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Boost Agent Satisfaction in Your Contact Center with These 9 Inclusive Practices

Fonolo

Create opportunities for agents to voice their suggestions and concerns. But remember: agent empowerment only works if leadership listens and follows through on their feedback. One great way to do this is to form committees and groups within your organization. So be prepared to listen and take action!

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Call Center Culture of Excellence – How to Build it

TechSee

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.