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. Involve them in the script-writing process.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

Toister Performance Solutions

APRIL 30, 2020

The issue starts in other channels like self-service, social media, or chat which are frequently not optimized. 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? Then your IVR steps in.

Average Handle Time 83

Average Handle Time Interactive Voice Response Agent Empowerment Contact Center 83

Callminer

AUGUST 1, 2017

Agent Desktops : Having a user-friendly desktop for agents so that they can efficiently have everything they need in one area is a great way to have a healthy AHT, and most importantly they can assist the customers efficiently and effectively. In return, the customer experience will improve and the agent frustration will be reduced.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Talkdesk

MARCH 2, 2018

Agent performance and CSAT suffer when a customer fails self service, calls the contact center and the agent has no idea who they are or the nature of their problem,” said Gadi. Agent empowerment is the key to performance. Great training is the key to agent empowerment.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40