Balto

DECEMBER 16, 2022

2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. With renewed focus on agent experience, ever-advancing AI capabilities, and the embrace of omnichannel solutions, contact center leaders face an exciting opportunity to best serve their customers in 2023.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

CSM Magazine

JUNE 22, 2023

Agent Empowerment and Scheduling: Grant is Calabrio ONE’s AI-enabled virtual assistant who has revolutionised scheduling for agents and managers alike. Grant liberates agents from mundane tasks empowering them to maximise their time. In 2022, Grant’s assistance resulted in a staggering 23.7

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Coaching 52

CSM Magazine

JULY 14, 2022

In 2022, it’s safe to assume that most interactions that customers have with organisations will be digital – via their phones, laptops, smart TV’s etc. Loyalty is now a digital experience. The best WEM solutions capture and analyse unlimited amounts of raw data and transform it into valuable intelligence and actionable insights.

Management 59

Management Agent Empowerment Analytics Cloud contact 59

3CLogic

JANUARY 5, 2022

Let’s review what happened over the last year to see what lies ahead for 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.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52