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Call Recording: An Agent Empowerment Tool

OrecX

If you are a call center manager or supervisor, make sure your agents (sales or customer service) are leveraging their recorded conversations in these ways. It is sure to boost morale and improve their performance.

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Top Contact Center Trends for 2023

Balto

Agent Empowerment. Agent empowerment is one of the top trends in the contact center space for 2023. Empowering your agents means equipping your teams with the tools, trust, information, and freedom they need to make decisions when customers need it the most. One cheat code towards empowered agents?

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Contact Center Workforce Management Best Practices

Fonolo

Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed. Promoting agent empowerment through self-service WFM tools often include self-service capabilities that are empowering for agents. That’s a goal on every call center manager’s radar these days!

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Boost Agent Satisfaction in Your Contact Center with These 9 Inclusive Practices

Fonolo

If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. And high turnover rates won’t just hit you in the wallet — it also impacts morale, which will affect any new hires. Create opportunities for agents to voice their suggestions and concerns.

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3 Management Techniques to Use (And 2 to Ditch) to Erase the Bad Call Center Agent Experience in 2021

SharpenCX

Your agents feel secure in their roles when they trust your leadership and have the knowledge they need to do their jobs well. Read Next] How agent empowerment impacts customer service. In a fast-paced environment that’s always changing, you have to go the extra mile to build trust and empowerment with your team.

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How to Keep Your Customers Happy in a World with the Highest Expectations: 6 Data-Backed Methods to Put People First and Build Positive Experiences

SharpenCX

Because it determines your agentsempowerment, productivity, and happiness at work. Internally, it breaks down team morale. Unproductive, undervalued agents can’t make customers happy. What does my relationship with my direct reports have to do with my customers’ happiness?

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Agents Will Be Empowered Only If They Feel Valued — And You Must Continuously Prove It to Them

CCNG

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.