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

TechSee

MARCH 7, 2019

Current approaches to agent empowerment. Forward-looking customer service organizations have discovered various innovative ways to empower their agents and enhance their value to the organization. For every customer episode – paying a bill, getting technical support with activating a device, etc.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Calabrio

OCTOBER 15, 2019

Idaho Central continuously improves frontline engagement and performance and encourages agent empowerment—all backed by Calabrio’s integrated workforce management (WFM) platform. THE ONE AWARDS WINNERS. The Leader – Idaho Central Credit Union. As a result, customers report being happier overall. The Optimizer – Alliant Energy.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16