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Contact Resolution and Agent Empowerment will Increase Customer Loyalty

NICE inContact

While self-service, chat and email may work well for resolving simple issues, more complicated issues may be best addressed via voice channel. Agent empowerment is part of the process. The post Contact Resolution and Agent Empowerment will Increase Customer Loyalty appeared first on inContact Blog.

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Contact Resolution and Agent Empowerment will Increase Customer Loyalty

NICE inContact

While self-service, chat and email may work well for resolving simple issues, more complicated issues may be best addressed via voice channel. Agent empowerment is part of the process. The post Contact Resolution and Agent Empowerment will Increase Customer Loyalty appeared first on inContact Blog.

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Agent Empowerment: Putting Firstline Employees First in the Contact Center

Noble Systems

Despite widespread adoption of automation and self-service solutions, customer experience ratings most accurately reflect agent performance; it’s an established and longstanding causality. The post Agent Empowerment: Putting Firstline Employees First in the Contact Center appeared first on Noble Systems.

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4 Ways Customer Self Service Prepares Your Business for the New Normal

bold360 Blog

Customer self-service (CSS) is a win-win for all involved in today’s uncertain business landscape, one where remote work and digital-first interactions have become the “new normal.”. CSS tools, unlike human agents, are available 24/7 across multiple channels. CSS Tools Go Beyond the Chatbot.

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CX4Now: CX and Contact Center Trends to Watch, According to These Influencers

Fonolo

Agent Empowerment The evolving role of the agent in the contact center was one key trend many of our influencers are watching. Frictionless Self-Service Customers appreciate white glove service, but there is a growing number that are looking for good self-service options too.

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DMG Consulting Releases 2024 Workforce Management for the Enterprise in the Digital Era Report

DMG Consulting

Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps.

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The three areas to focus on to empower your agents

Eptica

Author: Pauline Ashenden - Demand Generation Manager Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience. Four key considerations for customer self-service success.