Global Response

AUGUST 7, 2023

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?

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

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

Tethr

OCTOBER 23, 2018

Most companies I talk to illustrate their commitment to frontline empowerment by pointing out how they allow their reps latitude in offering refunds and making policy exceptions or by regularly soliciting feedback from reps about things that could improve the customer experience.

Agent Empowerment 48

Agent Empowerment Scripts Enterprise Customer centricity 48

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

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. Get a template to shape your 1:1s and make the best use of your time (and your agents’ time). Come to your 1:1s with a set agenda.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

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. It’s time to use it. We’re here to help.

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. It’s time to use it. We’re here to help.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52