SharpenCX

DECEMBER 30, 2019

Customer service, by definition, is about serving people; it should be genuine, personalized, and compassionate—or, simply put, human.” Because it determines your agents’ empowerment, productivity, and happiness at work. Internally, it breaks down team morale. Unproductive, undervalued agents can’t make customers happy.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

bold360 Blog

AUGUST 31, 2020

Chatbot technology offers personalization by using data about customers (accessing your CRM, for example) and their customer journey to identify needs, then respond with relevant content. You will need to maintain agility, the capacity to flex and scale your service deployment to meet evolving customer demands.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

SharpenCX

JUNE 30, 2021

That can be overwhelming when you’re jumping from meeting to meeting, putting out fires, and reporting to your executive team. So, let’s review some of the practical steps you can take to develop a training program that best supports your agents and still allows you to manage your time. Train agents as a team.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

NobelBiz

MARCH 5, 2024

By leveraging Nobelbiz’s innovative reporting solutions, companies can not only track key performance indicators (KPIs) such as call resolution times, customer satisfaction scores, and agent productivity levels but also identify trends, forecast demands, and pinpoint areas for improvement.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Global Response

MARCH 26, 2024

It even improves agent morale by enabling them to solve problems more effectively. Effective call routing technology is critical for meeting customers’ needs. This information allows agents to personalize their service and resolve issues more efficiently. Leverage customer feedback and data analytics.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

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

While frontline staff are united in their desire to meet rising customer expectations, they are also now divided by where they want to work. Here are five tactics to tackle these new complexities from an agent perspective: 1. Allow employees flexibility, by way of agent-driven self-scheduling, to increase morale and decrease attrition.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59