OrecX

JANUARY 23, 2019

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.

Agent Empowerment 66

Agent Empowerment Morale Sales Call Center 66

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

Agent Empowerment 109

Agent Empowerment Morale Management Contact Center 109

SharpenCX

JULY 14, 2020

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.

Agent Empowerment 77

Agent Empowerment Morale Contact Center Coaching 77

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.

CCNG 195

CCNG Agent Empowerment Contact Center Morale 195

Balto

DECEMBER 16, 2022

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?

Agent Empowerment 52

Agent Empowerment Contact Center Scripts Self service 52

Fonolo

JANUARY 14, 2021

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.

Contact Center 106

Contact Center Agent Empowerment Morale Coaching 106

SharpenCX

NOVEMBER 3, 2020

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.

Agent Empowerment 67

Agent Empowerment Coaching Morale Call center experience 67

Bold360

AUGUST 31, 2020

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.

Self service 52

Self service Agent Empowerment Morale Finance 52

SharpenCX

DECEMBER 30, 2019

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.

Agent Empowerment 67

Agent Empowerment Morale Scripts Contact Center 67

SharpenCX

JUNE 30, 2021

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.

Coaching 67

Coaching Agent Empowerment Contact Center Morale 67

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. 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.

Gamification 97

Gamification Telemarketing Agent Empowerment Morale 97

SharpenCX

APRIL 29, 2020

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.

Coaching 67

Coaching Agent burnout Agent Empowerment Morale 67

SharpenCX

OCTOBER 8, 2019

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?

Coaching 52

Coaching Metrics Agent Empowerment Average Handle Time 52

SharpenCX

OCTOBER 8, 2019

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?

Coaching 52

Coaching Metrics Agent Empowerment Average Handle Time 52