JustCall

APRIL 9, 2024

If agents are not available during a particular season and call volume peaks, it would result in missed calls and extended wait times. Productivity concerns: An unexpected increase in call volumes can lead to decreased agent morale, demotivation, and burnout. So, what can you do during these phases? >

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

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

Fonolo

MAY 30, 2023

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.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

SharpenCX

DECEMBER 30, 2019

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. What’s the real cost of agent turnover in your contact center? Reduce your wait times.

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