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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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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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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

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

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

bold360 Blog

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. Agent empowerment: Agents want to do meaningful work, and fielding a high volume of routine, repetitive calls can become monotonous.

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What Is Call Center Reporting & How Does It Work?

NobelBiz

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.

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

SharpenCX

Set up regular 1:1s with agents that are deliberate and focused. Use it to catch up with agents on a personal level and bring some talking points. Use data about their performance to offer feedback, but also allow agents to give you feedback. Project 3: Support Your Agents Professionally and Personally.

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

SharpenCX

See, I was the last person on the shift. We were closing in 15 minutes and there was only one person left on my list to call. From namecalling to general personal insults, he just belittled me. Contact center agents are prone to burnout. And the average call center agent lifespan is just three years. .