Talkdesk

NOVEMBER 9, 2017

I really believe in direct, ongoing feedback and we review metrics and performance weekly with people so they know where they stand. When they’re not performing, those people need to create a plan for improvement with their team and it still doesn’t improve, we take steps to remove that person from the system.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

CSM Magazine

DECEMBER 8, 2022

Allow agents to focus on more complex tasks by reducing the need to attend to every customer. Promotes agent empowerment as it deflects large number of calls to self-service channels. AI chatbots assist in personalized, quick responses. Customers today want convenience and personalization while interacting with a brand.

Customer Experience 52

Customer Experience Agent Empowerment Self service Average Handle Time 52

Tethr

APRIL 30, 2020

The ways teams are organized might also have to evolve in order to balance interaction complexity with agent tenure and ability. Escalations can be better routed to the right person, possibly speeding up overall resolution and improving next issue avoidance. Frontline empowerment goes mainstream.

Agent Empowerment 67

Agent Empowerment Self service Feedback Surveys 67

CSM Magazine

OCTOBER 4, 2022

More than one-third (38%) of contact center agents don’t feel they’re set up for success and only 54% of agents believe their leadership invests in their team, according to Qualtrics research. For many companies, addressing feedback after a customer has had a poor experience is not enough to salvage the relationship.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

SharpenCX

JUNE 30, 2021

Set up regular 1:1s with agents that are deliberate and focused. Use it to catch up with agents on a personal level and bring some talking points. Use data about their performance to offer feedback, but also allow agents to give you feedback. Invest in speech analytics and inline feedback tools.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

SharpenCX

NOVEMBER 3, 2020

Every conversation and 1:1 is ultra-personalized and in-the-moment. You know that providing relevant feedback often will improve your agents’ well-being and your customer satisfaction. Your agents feel secure in their roles when they trust your leadership and have the knowledge they need to do their jobs well.

Call Center 67

Call Center Agent Empowerment Management Coaching 67

NobelBiz

MARCH 5, 2024

Customer Satisfaction Reports: These reports dive into customer feedback and service satisfaction levels, offering insights into the customer journey and identifying opportunities to enhance the customer experience. Strategy : Implement mechanisms for capturing feedback across all customer interaction points.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Callminer

AUGUST 1, 2017

They don’t do anything else except maybe monitor a few calls and give some feedback. 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.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SharpenCX

JUNE 24, 2020

Let’s walk through five performance management techniques you can use to improve your agents’ experience at work, and your customers’ experience with your brand. Recognize how your agents’ empowerment & engagement impacts performance. Address KPIs and how agents live up to the standards you set together.

Management 128

Management Customer Service Agent Empowerment Contact Center 128

teleopti

DECEMBER 2, 2019

If you don’t really understand what matters to them, how can you design schedules that accommodate their personal circumstances to motivate and strike a healthy work/life balance? Establish a feedback loop. Truly engaging with employees is central to great customer service and smooth operations.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

Comm100

DECEMBER 1, 2017

Tip: Pay attention to customer demographics, culture, and feedback when crafting your customer engagement strategy. That being said, while increasing salaries may not be a company’s first plan of action, salaries can affect how long agents stay with the company and their quality of life outside of work.).

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

NICE inContact

FEBRUARY 16, 2016

As long as you set clear productivity goals and are engaged as a manager (being careful not to micromanage), and provide regular feedback, remote workers tend to be more productive than counterparts in an office equally full of distractions. That being said, many of these concerns for remote workers can also be addressed through technology.

Transportation 48

Transportation At home agents Technology Feedback 48