article thumbnail

Call Recording: An Agent Empowerment Tool

OrecX

Call recording software most certainly provides value to call center managers, supervisors and even business users in the form of customer intelligence, agent performance, sales and marketing data, etc. The same holds true for agents themselves. Sure, it is true that many agents don't like the fact their customer interactions are being recorded. Looking at call recording from a different perspective, however, sheds a whole new light on its potential value to agents.

article thumbnail

Dealing with Irate Callers: Providing Post-Call Support

Contact Center Pipeline

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. Agent empowerment agent empowerment agent morale call center call escalation contact center irate callers

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Training Your Call Center Agents to Sound the Alarm on Harassment in Abusive Customer Interactions Instantly Can Fuel Your Agents’ Empowerment

SharpenCX

I was the only agent left in the call center and I was completely unprepared to take on the nastiness of the customer. Don’t get me wrong, I know working as a call center agent isn’t necessarily a glamorous job. Download Now: Your agents’ experience matters. This wears on agents.

article thumbnail

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.

CCNG 195
article thumbnail

Top Contact Center Trends for 2023

Balto

With renewed focus on agent experience, ever-advancing AI capabilities, and the embrace of omnichannel solutions, contact center leaders face an exciting opportunity to best serve their customers in 2023. Agent Empowerment. One cheat code towards empowered agents?

article thumbnail

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. Hire agents who demonstrate empathy.

article thumbnail

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

SharpenCX

Record number of leaders, like you, are frantically searching Google to find a way to protect the mental health and well-being of their agents. Yet, your agents are still sitting there, taking it all in. Download Now] The 9 business impacts of a better agent experience.

article thumbnail

4 Ways Customer Self Service Prepares Your Business for the New Normal

Bold360

Let’s start with a definition: “customer self-service” offers customers the tools and resources they need to find answers and resolve issues on their own, without the intervention of a human service agent. CSS tools, unlike human agents, are available 24/7 across multiple channels.

article thumbnail

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

If customers get knowledgeable and friendly help from agents, trust blossoms. If agents are frantic and irritable during interactions, trust diminishes. And, your agents hold the key to likability. Develop better manager-agent relationships.

article thumbnail

3 Projects to Help You Deliver Good Customer Service Daily (+ Resources)

SharpenCX

Let’s consider some of the stats around how your agents impact good customer service: 71% of consumers believe a quick response from a service team can drastically improve their customer experience. You likely want to see your agents succeed in their work. Train agents as a team.

article thumbnail

Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

TechSee

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. With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities. Current approaches to agent empowerment.

article thumbnail

Meet Customer Needs Without Overwhelming Your Agents: 6 Workforce Management Strategies to Engage your Team and Still Surpass High Customer Expectations

SharpenCX

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. Empathy doesn’t scale when your agents are overworked and overwhelmed.

article thumbnail

Customer Experience Isn’t a Guessing Game: Get 5 Actionable Methods and the Customer Service KPI Categories You Need to Put Your Data to Work for an Off-The-Chart CX

SharpenCX

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. Your work isn’t over after you carefully harvest info from your customer and agent interactions. It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Be introspective about your agents’ environment. Which agents do they interact with?

article thumbnail

Customer Experience Isn’t a Guessing Game: Get 5 Actionable Methods and the Customer Service KPI Categories You Need to Put Your Data to Work for an Off-The-Chart CX

SharpenCX

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. Your work isn’t over after you carefully harvest info from your customer and agent interactions. It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Be introspective about your agents’ environment. Which agents do they interact with?