Calabrio

FEBRUARY 25, 2025

Emphasis on agent empowerment: Features like mobile self-scheduling, automated quality management, and intuitive AI-powered BI tools empower agents, boosting engagement and job satisfaction.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Callminer

AUGUST 1, 2017

Agent Desktops : Having a user-friendly desktop for agents so that they can efficiently have everything they need in one area is a great way to have a healthy AHT, and most importantly they can assist the customers efficiently and effectively. In return, the customer experience will improve and the agent frustration will be reduced.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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?

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

Calabrio

OCTOBER 15, 2019

Idaho Central continuously improves frontline engagement and performance and encourages agent empowerment—all backed by Calabrio’s integrated workforce management (WFM) platform. Using Calabrio Analytics and Sentiment Analysis, Radial identified phrases for and tuned two customer advocacy categories: “advocacy” and “powerless to help.”

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

TechSee

MARCH 7, 2019

Deploying the most effective and sustainable VEA would require the integration of multiple technologies, such as interaction guidance, decision support, robotic process automation, workflow optimization and agent career path development. Current approaches to agent empowerment. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

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. “As The Report analyzes WFM market activity and provides 5-year projections.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

Vistio

APRIL 22, 2024

Agent Empowerment: AI can be a valuable ally for your customer service agents. It can assist them in finding relevant information, suggesting responses, and even predicting customer needs based on data analysis. This not only boosts agent productivity but also enhances the overall customer experience.

Contact Center 52

Contact Center Agent Empowerment Best practices Chatbots 52

CSM Magazine

OCTOBER 4, 2022

Based on the analysis, Real-Time Agent Assist prompts the agent with brand-specific suggestions, personalized experiences and offers, relevant knowledge base articles, and related answers, helping the agent focus on listening to the customer and reducing the time it takes for an agent to resolve each customer’s issue.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

CSM Magazine

JULY 14, 2022

Agent empowerment technologies like AI-powered Chatbots and self-scheduling facilitate a healthy work-life balance, helping remote employees to mark a clear distinction between being ‘on’ and ‘off’ duty. Meanwhile, clever interaction analytics that provide a complete view of customer journeys enable agents to deliver outstanding CX.

Management 59

Management Agent Empowerment Analytics Cloud contact 59

Calltools

APRIL 3, 2024

Remote work should help lower your turnover rate, improve engagement, and give you a more dynamic workforce that lets you pull in remote agents during busy hours. Agent Empowerment Empowering agents often means listening to them and taking their concerns seriously. Really, though, companies have used AI for decades.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Balto

AUGUST 23, 2024

Zoho Desk Zoho Desk is a cloud-based QA platform that enables call centers to manage customer support tickets, customer satisfaction analysis tools, and advanced agent scoring techniques. Text Analysis: Use Qualtrics text analysis capabilities to get deeper insights about survey responses.

Call Center 52

Call Center Coaching Surveys Contact Center 52

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. We’re here to help.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? Disconnected systems can lead to siloed information, making comprehensive analysis difficult. Strategy : Prioritize the development of a unified data architecture.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Tethr

AUGUST 4, 2020

Voice of the Customer data works best when it is accessible to the rest of the organization for specialized analysis and insight. Empower your agents. The call center insights are easily accessible to all leaders: sales, marketing, CX, product and compliance.

Coaching 69

Coaching Finance Call Center Enterprise 69

Balto

JANUARY 3, 2025

Sentiment Analysis: Gain real-time insights into customer emotions to gauge how interactions are perceived. Automated Compliance Alerts: Protect agents from costly errors by flagging required disclosures or compliance risks in real time. Supervisors : Facilitate team discussions to identify bottlenecks and share best practices.

Best practices 52

Best practices Call Center First call resolution Coaching 52

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. We’re here to help.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

CCNG

FEBRUARY 12, 2025

Turn Data into Action Act on insights quickly without endless analysis or debate. Agent Empowerment: A contact center equipped agents with better tools to handle recurring issues, reducing repeat calls by 30%. Use stats, trend analysis, and even customer testimonials to prove business value.

Agent Empowerment 195

Agent Empowerment Metrics Contact Center Wait times 195

Calabrio

MARCH 10, 2025

This category encompasses the tools that enable agents to connect with customers across an ever-expanding array of channels. From voice calls to modern digital channels, these tools ensure that agents have the resources they need to engage with customers effectively. Top Providers: Genesys Cloud, RingCentral, Five9, Twilio 4.

Call Center 52

Call Center Agent Empowerment Interactive Voice Response Self service 52