CCNG

JANUARY 18, 2023

One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. Agents who feel empowered are comfortable making decisions on their own, which gives them a keen sense of ownership with every customer interaction. The concept is simple.

Agent Empowerment 195

Agent Empowerment CCNG Contact Center Morale 195

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

SharpenCX

NOVEMBER 3, 2020

So, when questions surfaced about how to protect agents, and how to address all the stresses of the (sometimes-maddening) call center experience, I put my optimistic hat on and thought, “let’s talk about it!”. You know that providing relevant feedback often will improve your agents’ well-being and your customer satisfaction.

Call Center 67

Call Center Agent Empowerment Management Coaching 67

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? This comprehensive approach allows businesses of all sizes to unlock a deeper understanding of their customer’s journey, preferences, and pain points.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

SharpenCX

APRIL 29, 2020

Workforce management in your contact center is all about finding balance. You balance the needs of your customers with the workload of your agents (and their development). And, you shouldn’t have to worry that running a lean contact center puts agents at risk for burnout and disengagement. Because modern WFM is shifting.

Coaching 76

Coaching Management Contact Center Morale 76

CSM Magazine

AUGUST 5, 2021

This places immense pressure on managers by adding an extra layer of complexity to the already complicated business of running a contact centre. Why is simplicity so important, and what are the benefits of simplification for agents, operations managers and customers?

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Virtual Employee Assistants (VEA) – or digital buddies – have been tapped as an effective solution to help contact centers both support and motivate their agents.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104