Edify

OCTOBER 13, 2020

Agent cloud solutions Agent Experience Contact Center Solutions call center software agent effort dynamic scripting“I’m so happy I was able to help you today, ma’am!” Well, actually, you didn’t.

Agent Empowerment 54

Agent Empowerment Scripts Customer Service contact center solutions 54

Contact Center Pipeline

MAY 7, 2015

According to a study from Customer Experience Management, 71% of agents do not have the authority to satisfy a customer. With high attrition comes the need to limit the authority of agents—whereas experience generates knowledge and judgment as well as an understanding of what is best for the customer and organization. Agent empowerment agent empowerment call center call scripts contact center knowledge base Knowledge Management

Agent Empowerment 100

Agent Empowerment Scripts Customer Experience Contact Center 100

Tethr

AUGUST 14, 2020

Customers can easily identify an unhappy agent and it’s a bad look for the organization. Are they tied down with strict phone or email scripts, rather than encouraged to have natural and human conversations? Your frontline employees set the stage for the customer experience.

Agent Empowerment 99

Agent Empowerment Scripts Enterprise Best practices 99

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

Balto

SEPTEMBER 21, 2022

Reaffirms commitment to agent empowerment for retention and growth in the contact center. The robust feature-set slated for release in October will include: Agent-sourced content. Top agents know what works best to drive call outcomes.

Agent Empowerment 52

Agent Empowerment Gamification Scripts Average Handle Time 52

CSM Magazine

OCTOBER 4, 2022

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers. Real-Time Agent Assist.

contact center solutions 52

contact center solutions Agent burnout Agent Empowerment Coaching 52

Toister Performance Solutions

APRIL 30, 2020

The real frustration begins once you (finally) get a live agent on the phone and they ask you for the same information all over again. And if your contact center is doing this to customers, you're also wasting precious handle time by not empowering your agents to serve people faster.

Average Handle Time 76

Average Handle Time Agent Empowerment Contact Center Interactive Voice Response 76

Callminer

AUGUST 1, 2017

Just by using software, you can scale from one customer representative agent to one thousand and back again without dealing with any downtime. Our solution, VIA Contact Centre, is actually an adapted form of Skype for Business that offers added benefits to the contact center like call recording, smart agent selection, and interactive voice response – the latter is particularly useful as it negates the need for switchboards entirely.

Call Center 269

Call Center Contact Center Best practices Real estate 269

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

Talkdesk

MARCH 2, 2018

Editor’s Note: This piece was originally written by Brian Cantor, Digital Director and Principal Analyst at CCW, for CCW and Talkdesk’s Special Report: Agent Performance. Agent performance is, itself, a major challenge for contact centers. Even if all the strategic and systemic stars align, there is no guarantee the agents will actually be able to achieve optimal results. Some do not provide agents with transparent access to performance numbers.

Agent Empowerment 40

Agent Empowerment Metrics Contact Center Customer centricity 40

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