SharpenCX

JULY 14, 2020

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. And training call center agents to see and squash abusive is vital to their well-being (and yours). From Bullying to Burnout.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

Balto

DECEMBER 16, 2022

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?

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

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

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