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. For instance, we look at the contact center management team and the system we’ve set up.

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. For instance, we look at the contact center management team and the system we’ve set up.

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. For instance, we look at the contact center management team and the system we’ve set up.

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. Some things are out of the agents’ control but some aren’t and quality should always be tied back to the impact on the customer. Feedback should be delivered to agents, preferably within 24 hours of the interaction.

Coaching 74

Coaching Agent Empowerment outsourcing Contact Center 74

Comm100

DECEMBER 1, 2017

Tip: Pay attention to customer demographics, culture, and feedback when crafting your customer engagement strategy. That being said, while increasing salaries may not be a company’s first plan of action, salaries can affect how long agents stay with the company and their quality of life outside of work.). They are about the customer.

Contact Center 58

Contact Center Customer centricity Journey mapping Benchmark 58