Aspect

JULY 11, 2017

The result: agents that are empowered, engaged, and equipped to deliver differentiated service experiences for customers. The post Customer Engagement Center Capabilities: Agent Empowerment and Engagement appeared first on Aspect Blogs. Click here.

Agent Empowerment 70

Agent Empowerment Omni-channel support Employee engagement Surveys 70

NICE inContact

OCTOBER 3, 2017

Of course, organizations can’t always control through which channel a customer initially makes contact, but with good training, processes, and an omnichannel platform, your agent can easily escalate the issue to a phone call based on issue complexity before the customer becomes more frustrated or angry.

Agent Empowerment 60

Agent Empowerment Benchmark Contact Center Coaching 60

SharpenCX

JULY 14, 2020

Learn the 9 positive business impacts of a better agent experience. . The post Training Your Call Center Agents to Sound the Alarm on Harassment in Abusive Customer Interactions Instantly Can Fuel Your Agents’ Empowerment appeared first on Sharpen.

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Agent Empowerment Call Center Contact Center Morale 128

NICE inContact

OCTOBER 3, 2017

Of course, organizations can’t always control through which channel a customer initially makes contact, but with good training, processes, and an omnichannel platform, your agent can easily escalate the issue to a phone call based on issue complexity before the customer becomes more frustrated or angry.

Agent Empowerment 48

Agent Empowerment Benchmark Contact Center Coaching 48

Bright Pattern

AUGUST 8, 2018

An increasing number of channels, combined with multiple CRM systems and homegrown applications, makes it increasingly difficult for contact centers to manage data and serve up the right information, at the right time, to agents. It’s no secret that contact center operations are becoming more complex.

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Agent Empowerment CRM Contact Center Management 102

OrecX

JANUARY 23, 2019

Call recording software most certainly provides value to call center managers, supervisors and even business users in the form of customer intelligence, agent performance, sales and marketing data, etc. The same holds true for agents themselves.

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Agent Empowerment Morale Call Center Best practices 76

Noble Systems

JANUARY 29, 2019

Next steps: get details on the latest tools contact centers are using to improve the agent desktop experience and more essential elements of a modern contact center. The post Agent Empowerment: Putting Firstline Employees First in the Contact Center appeared first on Noble Systems.

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Agent Empowerment Contact Center Customer centricity Surveys 58

Noble Systems

JANUARY 29, 2019

Next steps: get details on the latest tools contact centers are using to improve the agent desktop experience and more essential elements of a modern contact center. The post Agent Empowerment: Putting Firstline Employees First in the Contact Center appeared first on Noble Systems.

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Agent Empowerment Contact Center Customer centricity Surveys 47

Edify

OCTOBER 13, 2020

“I’m so happy I was able to help you today, ma’am!” Well, actually, you didn’t.

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Agent Empowerment Scripts Customer Service contact center solutions 52

Zappix

MAY 1, 2024

Discover insights on AI-driven automation, customer experience innovation, agent empowerment, and more. This week we sat down with Zappix President & CEO Yossi Abraham to discuss the top trends shaping contact centers in 2024. Watch now to stay ahead in the contact center world!

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Contact Center Agent Empowerment Customer Experience 52

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?

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Call Center Agent Empowerment Average Handle Time Feedback 62

LiveVox

APRIL 4, 2022

Welcome to the age of agent empowerment. The post How Quality Management Can Empower and Engage Your Contact Center Agents appeared first on Livevox.

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Quality management Contact Center Agent Empowerment Management 88

Talkdesk

NOVEMBER 9, 2017

The post How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency appeared first on Talkdesk. Hopefully you can take the lessons from our experts back to your team and start improving your contact center today. Click the image below to learn more best practices for the contact center industry.

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Agent Empowerment Contact Center Metrics Best practices 40

Talkdesk

NOVEMBER 9, 2017

The post How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency appeared first on Talkdesk. Hopefully you can take the lessons from our experts back to your team and start improving your contact center today. Click the image below to learn more best practices for the contact center industry.

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Agent Empowerment Contact Center Metrics Best practices 40

Balto

OCTOBER 23, 2024

But its real value shows when it clears the way for human agents to focus on what they do best—handling the complex, high-ROI conversations that only people can manage. What is agent empowerment? Agent empowerment means giving agents the tools, insights, and autonomy to be faster and more effective in every interaction.

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Contact Center Agent Empowerment Wait times Chatbots 52

Eptica

JANUARY 31, 2022

Author: Pauline Ashenden - Demand Generation Manager Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience. Read the full article on our parent company Enghouse Interactive’s site here.

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Agent Empowerment Best practices Self service Marketing 111

Balto

DECEMBER 16, 2022

Agent Empowerment. Agent empowerment is one of the top trends in the contact center space for 2023. Empowering your agents means equipping your teams with the tools, trust, information, and freedom they need to make decisions when customers need it the most. Agent Experience.

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Contact Center Agent Empowerment Self service Scripts 52

Balto

SEPTEMBER 21, 2022

Reaffirms commitment to agent empowerment for retention and growth in the contact center. These incremental capabilities will help contact centers achieve high levels of customer growth, improve customer satisfaction, and reduce average handle times, while retaining agents who will be more satisfied with their jobs.

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Agent Empowerment Contact Center Gamification contact center workforce 52

LiveVox

JUNE 27, 2022

Get the insights on how to deliver an enhanced patient experience through agent empowerment. The post How to Empower Agents to Deliver a Patient-Centric Experience appeared first on Livevox.

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Agent Empowerment Customer Experience 52

WiserOwl Blog

DECEMBER 9, 2022

One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. Agents who feel empowered are comfortable making decisions on their own, which gives them a keen sense of ownership with every customer interaction. The concept is simple.

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Agent Empowerment Contact Center 52

Fonolo

JANUARY 26, 2023

Agent Empowerment The evolving role of the agent in the contact center was one key trend many of our influencers are watching. There’s so much industry news out there – where should you focus your attention? And their answers may not be what you expect.

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Contact Center Agent Empowerment Self service Employee engagement 126

Taylor Reach Group

APRIL 27, 2020

Similarly, not empowering agents with the authority to resolve issues also creates friction and unpleasant outcomes for the agent and customer alike. Incredibly, many organizations limit agent empowerment in the mistaken belief that the agents cannot be trusted with making such decisions.

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Agent Empowerment Consulting Consulting Coaching 137

NobelBiz

FEBRUARY 19, 2021

Going into 2021, we can foresee a few things in the contact center space that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment. The post VIDEO & ARTICLE: Top Contact Center Trends in 2021 appeared first on NobelBiz®.

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Contact Center Agent Empowerment Personalization Customer Experience 52

Talkdesk

NOVEMBER 9, 2017

Support agents represent the name and face of your business. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents.

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Agent Empowerment Contact Center Metrics Best practices 40

Vistio

APRIL 22, 2024

Agent Empowerment: AI can be a valuable ally for your customer service agents. Here’s why this approach makes sense: Risk Mitigation: By deploying AI in a non-customer-facing role, you minimize the risk of exposing customers to potential hiccups or inaccuracies in AI-driven interactions.

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Contact Center Agent Empowerment Best practices Metrics 52

Vistio

NOVEMBER 7, 2022

Let’s dive in to some of the ideas we share at the conference, namely our focus on Agent Satisfaction as our main metric. [ 8:38 – 9:28 ] Agent empowerment is when an agent understands and solves the customer’s problem and then goes beyond to make a connection with the customer.

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Metrics Agent Empowerment Automotive Contact Center 52

JustCall

APRIL 9, 2024

These help direct simple queries to self-service channels , reducing the workload on live agents during peak volume periods. Agent empowerment Provide agents with AI-assisted processes, easy-to-use knowledge bases, and relevant training programs. So, what can you do during these phases? >

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Agent Empowerment Self service Interactive Voice Response Call Center 40

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.

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Consulting Consulting Enterprise Agent Empowerment 59

Balto

OCTOBER 29, 2024

This blog captures the key takeaways from our recent webinar, “ The Future of Home Services: Merging Lead Intake Automation with Agent Empowerment.”

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Agent Empowerment Call Center Morale Contact Center 52

CSM Magazine

JULY 28, 2021

Transformative Tech – Examine the ways in which technological solutions such as chatbots, AI, and agent empowerment tools are revolutionizing customer support by improving operational efficiency. Humanizing Digital – Discover how the secret to an exceptional support team lies within the harmony of human & digital assets.

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Customer Support Agent Empowerment Chatbots Consulting 59

NobelBiz

FEBRUARY 9, 2023

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. Contact Centers had to adopt the right tools and even shift their models completely in order to achieve business continuity and customer demands.

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Call Center Gamification Agent Empowerment Contact Center 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.

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Agent Empowerment Customer centricity industry standards Coaching 52

Fonolo

JANUARY 14, 2021

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. One great way to do this is to form committees and groups within your organization. So be prepared to listen and take action! Offer support proactively.

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Contact Center Agent Empowerment Morale Coaching 150

Tethr

JUNE 30, 2021

Especially in a world where callers are bringing more complicated issues to call center representatives and expecting higher levels of critical thinking and problem-solving skills, it’s essential to focus on agent empowerment.

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Customer Experience Agent Empowerment Analytics Call Center 72

CafeX

AUGUST 2, 2017

The two key drivers of this call center metric are agent effectiveness and agent empowerment. These make sense because the competency of service agents directly impacts.

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Agent Empowerment Government Contact Center Call Center 54

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.

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contact center workforce Best practices Contact Center Management 106

Uniphore

JANUARY 14, 2022

Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? How are firms and client partners delivering against the omnichannel experience? Register today to learn best practices for delivering superior CX either in-call, after-call, or through virtual assistants.

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Customer Experience Agent Empowerment Analytics Best practices 52