Aspect
JULY 11, 2017
According to Aspect’s Agent Engagement Survey, 78% of customer service reps who feel engaged are satisfied at their job, a full 16 points higher than the average and a whopping 54 points higher than those agents who don’t feel engaged. Engaged employees are happy employees. But what makes an employee engaged? Click here.
Noble Systems
JANUARY 29, 2019
Advancements in technology have contact centers light years ahead of where they were five – even two years ago. ” Dan Belmont, a senior consultant for WMP, writes that savvy executives will “swiftly and fully integrate tools, people, systems, information, and operational technology to align with serving the customer.”.
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Noble Systems
JANUARY 29, 2019
Advancements in technology have contact centers light years ahead of where they were five – even two years ago. ” Dan Belmont, a senior consultant for WMP, writes that savvy executives will “swiftly and fully integrate tools, people, systems, information, and operational technology to align with serving the customer.”.
Global Response
AUGUST 7, 2023
What does empowerment look like when it comes to their role? Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer service and customer satisfaction. So, how do you create empowered call center agents who can deliver great service day-in and day-out?
DMG Consulting
APRIL 8, 2024
The enhancements are valuable because they improve contact center performance, lay the groundwork for a new generation of cloud- and AI-based WFM solutions, and focus on employee empowerment to improve employee engagement and reduce agent attrition. These solutions were identified by 37.5 percent and 50.0
TechSee
APRIL 16, 2019
Employers around the globe are facing the most severe recruitment crisis in 12 years, according to the latest Talent Shortage Survey , with 40% of companies surveyed reporting difficulties filling roles. After all, happy agents mean happy customers. And there’s now a serious talent shortage. Improving Contact Center Culture.
NobelBiz
MARCH 5, 2024
and “Do you have the right people and technology in the right places?” Agent Empowerment and Efficiency : Our solutions provide detailed performance analytics, facilitating targeted training and development programs that empower agents and enhance productivity. Lee Davis – tech analyst, Forbes contributor.
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