NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

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

bold360 Blog

AUGUST 31, 2020

Fortunately, Filters Fast had already deployed a (Bold360) chatbot — the chatbot managed 80% of the company’s customer traffic, enabling its small customer service team to manage more complex (and often higher-value) interactions as they worked from home.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

SharpenCX

JUNE 30, 2021

As a contact center manager, much of what you do daily shapes the quality of your service. You likely want to see your agents succeed in their work. As a manager, it’s important that you have a deliberate strategy and an intentional schedule for your coaching and training program. Bottom line? You have a mission to accomplish.

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

JULY 14, 2020

And the average call center agent lifespan is just three years. . Turnover is expensive and takes a toll on morale. How frustrating to pour time and energy into your agents and be unable to retain them because of the toll of stress. The line needs to be drawn so you, manager, can define when it’s being crossed.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

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

Global Response

MARCH 26, 2024

Advanced call routing technology manages incoming calls and directs them to the most appropriate agent. It even improves agent morale by enabling them to solve problems more effectively. This information allows agents to personalize their service and resolve issues more efficiently.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

Contact Center Pipeline

MARCH 18, 2015

In a previous blog post, I provided tips to help managers and team leaders prepare their frontline agents to handle irate callers. It’s also important to provide support for your agents after an irate call: An upset agent can actually cause their next caller to become irate. Have you ever seen this?

Agent Empowerment 113

Agent Empowerment Management Morale Contact Center 113

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

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

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