TechSee

APRIL 16, 2019

Acknowledging and addressing agent pain points – such as lack of career progression, low pay, frustration with repetitive tasks and inadequate technology – demonstrates effective leadership and helps the drive toward agent empowerment, ultimately benefiting contact center productivity. Improving Contact Center Culture.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Support agents represent the name and face of your business. Click the image below to learn more best practices for the contact center industry.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Support agents represent the name and face of your business. Click the image below to learn more best practices for the contact center industry.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

CafeX

AUGUST 2, 2017

Research by CFI Group in 2017 shows that the contact center satisfaction index (CCSI) remains at a low point of 68 (as measured on a 0-100 scale) in the private and government sectors. The two key drivers of this call center metric are agent effectiveness and agent empowerment.

Agent Empowerment 54

Agent Empowerment Government Contact Center Call Center 54

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Support agents represent the name and face of your business.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Customer Service Life

DECEMBER 15, 2017

This article originally appeared on CustomerThink.com as part of my monthly Advisor column on November 10, 2017. Tracking how the team and individuals are performing on the different areas of the quality form will give you a better idea of where coaching, training, and agent empowerment efforts should be focused. What’s next?

Coaching 74

Coaching Agent Empowerment outsourcing Contact Center 74

Talkdesk

NOVEMBER 29, 2017

As 2017 comes to a close, call centers are busier than ever fielding calls from customers and planning for the new year. Video #5: How Hotel Tonight, Caviar, and Evernote Build a Culture of Agent Empowerment. Kalpana Chandrasekhar, VP of Customer Experience at HotelTonight. Chris Cheng, Head of Customer Success at Caviar.

Contact Center 40

Contact Center Agent Empowerment Cloud contact Sales 40