3CLogic

JANUARY 5, 2022

Perhaps the reason why is because agents have made it clear that they prefer a remote environment. This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment. 5 Contact Center Technology Trends To Expect In The Coming Year.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

Tethr

DECEMBER 23, 2020

Today, we’ll discuss some of the 2021 CX trends we believe will come to shape the landscape of customer service interactions in the coming year. #1. As a result, digital self-service channels are a cornerstone of 2021 CX trends and a must-have element of CX right now. Growth of Agent Empowerment . We can help.

Customer Experience 72

Customer Experience Agent Empowerment Self service Chatbots 72

Eptica

JANUARY 31, 2022

In our latest blog based on ContactBabel research we outline the three most important areas to focus on to improve agent empowerment: technology, skills and the culture/working environment they operate within. Read the full article on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

Agent Empowerment 111

Agent Empowerment Best practices Self service Marketing 111

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?

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

DMG Consulting

MARCH 27, 2024

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.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

NobelBiz

FEBRUARY 9, 2023

Contact Center Trends for 2021 For many businesses out there, 2020 will remain a defining year of radical transformation. Going into 2021, we can foresee a few things that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment.

Call Center 52

Call Center Gamification Agent Empowerment Contact Center 52

JustCall

APRIL 9, 2024

What causes unexpected call volume fluctuations Seasonal trends: Certain times of the year, such as holidays or peak shopping seasons, may result in increased call volumes. These help direct simple queries to self-service channels , reducing the workload on live agents during peak volume periods.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

Fonolo

JANUARY 14, 2021

Better training for agents and leaders will be a big contact center trend in 2021 and beyond. Create opportunities for agents to voice their suggestions and concerns. But remember: agent empowerment only works if leadership listens and follows through on their feedback. So be prepared to listen and take action!

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

Fonolo

MAY 30, 2023

Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed. Promoting agent empowerment through self-service WFM tools often include self-service capabilities that are empowering for agents. How Does WFM Impact the Agent Experience?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Uniphore

JANUARY 14, 2022

Program Vice President, Customer Experience at IDC Research, Robert Padron, EVP and Chief Growth Officer at Arise and Vijai Shankar, Vice President, Product and Growth Marketing at Uniphore, to know: What are the AI and automation trends that are redefining customer experience?

Customer Experience 52

Customer Experience Agent Empowerment Analytics Best practices 52

Global Response

MARCH 26, 2024

LET’S CONNECT As you analyze data, look for common issues and trends. Review them regularly to identify trends, note any improvements, and pinpoint areas that need attention. Agents need to be able to make decisions and take action to resolve complex issues on the first contact.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

Talkdesk

JULY 15, 2019

What have those shortcomings been, and how have things been trending? It’s all trending down. . . This has required more focus on agent empowerment and new tools to help them better support customers. Steve: More than anything, the world has moved ahead and legacy contact centers simply haven’t been able to keep up.

Contact Center 53

Contact Center Agent Empowerment Enterprise Metrics 53

SharpenCX

MAY 6, 2021

And, get the trends they’re calling the most important forces impacting the market this year. After all, most agents don’t have a cute puppy to soften the blow of a customer problem. Measuring CES helps you keep a watch on this dangerous trend. That’s the kind of service modern customers expect every time. Get The Buyers Guide.

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

CSM Magazine

AUGUST 5, 2021

The trend towards flexible workforces has exaggerated the complexity of running a modern contact centre. Here are five tactics to tackle these new complexities from an agent perspective: 1. Make simplicity a top priority. How can organisations gamify day-to-to metrics from a distance?

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

NICE inContact

APRIL 9, 2019

Quality Monitoring has the potential to make significant contributions to the success of a contact center by creating an effective balance between operational requirements and agent empowerment. For example, data from evaluated calls can be used within a performance improvement process to improve agent development and engagement.

Agent Empowerment 55

Agent Empowerment Coaching Contact Center Quality management 55

NobelBiz

MARCH 5, 2024

By leveraging Nobelbiz’s innovative reporting solutions, companies can not only track key performance indicators (KPIs) such as call resolution times, customer satisfaction scores, and agent productivity levels but also identify trends, forecast demands, and pinpoint areas for improvement.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

SharpenCX

APRIL 29, 2020

Pair historical data with recent data trends from your real-time numbers. Factor in current business trends, new product or service releases and the net new customer forecasts for each quarter. Often, WFM will cancel scheduled agent coaching sessions when volume spikes. Coaching builds confidence in your agents.

Coaching 76

Coaching Management Contact Center Morale 76

Talkdesk

NOVEMBER 29, 2017

Video #3: Top Technology Trends for Service and Inside Sales: It’s About Intelligence. Video #5: How Hotel Tonight, Caviar, and Evernote Build a Culture of Agent Empowerment. Leah Groos, Director of Member Experience at Aduro. Bill Hoppin, EVP of Strategy Sales, Marketing and Alliances at TalkIQ.

Contact Center 40

Contact Center Agent Empowerment Cloud contact Sales 40

TechSee

MARCH 7, 2019

With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities. Current approaches to agent empowerment. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

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. Which agents do they interact with?

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 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. Which agents do they interact with?

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Contact Center Pipeline

JUNE 3, 2015

How are leading-edge contact centers transforming their quality management tools to empower agents? Calabrio Innovation Center Manager Brad Snedeker identified the following four key trends.

Multichannel 100

Multichannel Quality management Contact Center Management 100

NICE inContact

DECEMBER 21, 2015

For the executives, listening to calls and understanding the opportunities and obstacles of the agent provides better insight into performance and the customer experience. Include your agents. Agent empowerment is the new norm within many contact centers.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

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

teleopti

JUNE 5, 2019

The importance of human connection in business has come back in focus in recent years with the upward trend for customer experience (CX). Forming the frontline between an organization and its customers, the work of contact center agents can easily make or break a customer relationship.

Contact Center 90

Contact Center Chatbots Self service Customer Experience 90

Comm100

DECEMBER 1, 2017

CCW Digital’s report notes, one reason for this is the trend of companies switching from a transactional approach to the customer experience to a relationship-driven one. It turns out, companies are serious about wanting to empower agents. The subsequent investment priorities reflect the same trend.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

NICE inContact

FEBRUARY 16, 2016

While embraced by many, there is still a contingent that has been hesitant to adopt this new trend, for reasons we will explore here. With these developments we’ve seen the rise of the remote worker, who doesn’t need to make an office appearance to get the same work done. The first and most frequent concern is regarding employee productivity.

Transportation 48

Transportation At home agents Technology Feedback 48