Toister Performance Solutions

APRIL 30, 2020

So your IVR is adding talk time, but your agents aren’t empowered to skip the script and give some of that time back. What is agent empowerment? An empowered agent is given more than just authority. They are enabled to provide exceptional customer service.

Average Handle Time 83

Average Handle Time Interactive Voice Response Agent Empowerment Contact Center 83

Tethr

AUGUST 14, 2020

Are they tied down with strict phone or email scripts, rather than encouraged to have natural and human conversations? The first and most powerful marker of a listening enterprise is how a company treats its frontline employees—and the level of empowerment they give to the frontline. Without it, customer experience is destined to fail.

Scripts 109

Scripts Best practices Call Center Enterprise 109

SharpenCX

JUNE 30, 2021

With an internal knowledge base, your agents can look for answers themselves, empowering them to problem solve when you’re unavailable and helping them become more independent in their work. We have 6 scripts to stock in your knowledge base. Project 3: Support Your Agents Professionally and Personally. Read More ].

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Talkdesk

MARCH 2, 2018

Agent empowerment is the key to performance. Great training is the key to agent empowerment. Unfortunately, some organizations struggle to deliver the training agents require. It is an impossible task for those who do not. Lack of knowledge – poor training.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. We’re here to help.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. We’re here to help.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

Balto

SEPTEMBER 21, 2022

Reaffirms commitment to agent empowerment for retention and growth in the contact center. These incremental capabilities will help contact centers achieve high levels of customer growth, improve customer satisfaction, and reduce average handle times, while retaining agents who will be more satisfied with their jobs.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

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.

Management 100

Management Agent Empowerment Customer Experience Scripts 100

CSM Magazine

OCTOBER 4, 2022

Real-Time Agent Assist can also recognize when it’s appropriate to deliver in-call reminders to the agent, such as when they may be going off-script or out of compliance, when they should show more empathy for the customer, or when to offer a discount to an unhappy customer. Automated Call Summaries .

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52