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

Customer Service Life

DECEMBER 15, 2017

This article originally appeared on CustomerThink.com as part of my monthly Advisor column on November 10, 2017. Like other KPIs, this is a metric that’s tracked and improved upon from the organizational level all the way down to each individual agent. At FCR, all of our leaders spend a day learning how to Coach with Compassion.

Coaching 74

Coaching Agent Empowerment outsourcing Contact Center 74

Comm100

DECEMBER 1, 2017

For 48% of businesses, improving agent training and coaching is the number one strategy for creating a better agent experience in 2018. Companies across the board believe that greater empowerment makes for a greater agent experience. Improved training doesn’t only help agents: It helps customers as well.

Contact Center 58

Contact Center Customer centricity Journey mapping Benchmark 58

DMG Consulting

SEPTEMBER 16, 2017

Some recordings are reviewed by a quality management team who evaluate, score, and coach agents on their performance. While DMG does not have any insight into the specifics of Wells Fargo’s contact centers, it’s likely that agents were given sales and up-sell goals that were closely monitored by management. By Donna Fluss.

Sales 48

Sales Customer Service Contact Center CRM 48