Calabrio

MARCH 22, 2025

By focusing on agent empowerment, process optimization, and data-driven decision-making, businesses can create a contact center that not only meets but exceeds customer expectations, fostering long-term relationships and driving business success. Use VoC analytics software to see whats working, whats not, and adapt accordingly.

Best practices 52

Best practices Contact Center Management Call Center 52

VirtualPBX

FEBRUARY 5, 2025

Actionable Analytics: Leverage call disposition data to monitor service performance and pinpoint recurring issues. Agent Empowerment: Train technical support teams on precise coding to ensure accurate documentation of complex issues.

Healthcare 45

Healthcare Agent Empowerment Technical Support CRM 45

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. Pros Mature, feature-rich platform: Verint has a long history in the WFM space and offers a comprehensive set of features.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

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. Then… utilize conversation analytics and Voice of the Customer (VoC) solutions.

Customer Experience 72

Customer Experience Agent Empowerment Analytics Call Center 72

Calabrio

OCTOBER 15, 2019

This year we also launched our first-ever analytics competition , so there was even more to celebrate. The analytics competition celebrates companies using Calabrio Analytics to turn contact center data into compelling insights to drive results in their organizations. ANALYTICS COMPETITION WINNERS. THE ONE AWARDS WINNERS.

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

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

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. You know where this leads!

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

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.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

Uniphore

JANUARY 14, 2022

Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? We will also explore the impact of agent authentication and conversational analytics.? How are firms and client partners delivering against the omnichannel experience? Unsure if you can attend?

Customer Experience 52

Customer Experience Agent Empowerment Analytics Best practices 52

Tethr

OCTOBER 23, 2018

Without stealing too much thunder from the article, what T-Mobile teaches us is that it’s easy to say we care about frontline agent empowerment, but it’s something else entirely to actually put the customer experience into the hands of the front line. To quote their head of customer service, “We know we hire great people.

Agent Empowerment 48

Agent Empowerment Scripts Customer centricity Enterprise 48

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.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Coaching 52

CSM Magazine

JULY 14, 2022

Contact centre, UC and CRM vendors are rushing to develop or acquire workforce engagement solutions consisting of quality and workforce management, AI analytics and performance monitoring tools – albeit to a greater or lesser degree of success. Just be sure to check the label: is it true or fake cloud?

Management 59

Management Agent Empowerment Analytics Cloud contact 59

CSM Magazine

AUGUST 5, 2021

Here are five tactics to tackle these new complexities from an agent perspective: 1. Replace whiteboards with dashboards – the opportunity to benchmark self-performance is a fundamental part of agent empowerment and it shouldn’t stop just because the majority of agents are working from home.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

SharpenCX

JUNE 30, 2021

Invest in speech analytics and inline feedback tools. Both speech analytics and inline feedback tools can streamline your coaching. With inline training , give feedback and make notes on specific moments in customer-agent interactions. Use speech analytics to search through transcribed calls to focus your coaching sessions.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

JustCall

APRIL 9, 2024

It allows you to schedule the right number of agents for each interval. Call monitoring Install real-time call analytics dashboards. These help direct simple queries to self-service channels , reducing the workload on live agents during peak volume periods. So, what can you do during these phases? > Don’t just take our word.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

NICE inContact

AUGUST 25, 2016

Capabilities such as automation, analytics, workflow and verification have the ability to transform agent, customer and enterprise operations. To achieve any degree of agent empowerment, repeatable process workflows were built to fit technology, and usually with the support of a specialist, consultancy or pro-services staff.

Brand ambassadors 48

Brand ambassadors Agent Empowerment Contact Center Enterprise 48

Talkdesk

NOVEMBER 29, 2017

Video #5: How Hotel Tonight, Caviar, and Evernote Build a Culture of Agent Empowerment. Tools like real-time performance tracking, Sentiment and Callbar lead to better conversations and superior customer experiences. Kalpana Chandrasekhar, VP of Customer Experience at HotelTonight. Chris Cheng, Head of Customer Success at Caviar.

Contact Center 40

Contact Center Agent Empowerment Cloud contact Sales 40

Global Response

MARCH 26, 2024

It even improves agent morale by enabling them to solve problems more effectively. Leverage customer feedback and data analytics. As with all customer satisfaction services, customer feedback and data analytics provide invaluable insight. Focus on integration, automation, agent empowerment, and continuous training.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

NobelBiz

MARCH 5, 2024

The end goal is to foster a cycle of continuous optimization, leading to elevated customer experiences, enhanced agent morale and performance, and ultimately, a more streamlined and cost-efficient operation.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

SharpenCX

OCTOBER 8, 2019

We’ve been conditioned to understand that intelligent analytics give us a clear view of what’s happening with our business. At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. It’s time to use it. We’re here to help.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

Balto

AUGUST 23, 2024

Qualtrics Qualtrics CustomerXM enables businesses to foster customer-centricity by leveraging customer feedback analytics for actionable insights. Reporting and Analytics: LiveAgent provides you with in-depth insights into customer interactions, contact center performance, and overall support operations to support effective decision-making.

Call Center 52

Call Center Coaching Surveys Contact Center 52

VirtualPBX

FEBRUARY 4, 2025

Actionable Analytics: Leverage call disposition data to monitor service performance and pinpoint recurring issues. Agent Empowerment: Train technical support teams on precise coding to ensure accurate documentation of complex issues.

Healthcare 40

Healthcare Agent Empowerment Technical Support CRM 40

DMG Consulting

APRIL 8, 2024

Predictive analytics is already being applied in several WFM modules to improve volume forecasts, project the likelihood of candidates to be successful in the contact center, anticipate employee attrition risks, and provide inputs for long-term planning and hiring.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

Talkdesk

MARCH 2, 2018

Quickly, yet meaningfully connecting with a customer is difficult enough for agents who have the information they need. Agent empowerment is the key to performance. Great training is the key to agent empowerment. Unfortunately, some organizations struggle to deliver the training agents require.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

SharpenCX

OCTOBER 8, 2019

We’ve been conditioned to understand that intelligent analytics give us a clear view of what’s happening with our business. At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. It’s time to use it. We’re here to help.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Balto

JANUARY 2, 2025

A call center’s productivity becomes a transformative force when it aligns with customer expectations, agent empowerment, and operational excellence. Calls Answered: Meeting Demand with Precision AI-driven analytics predict call volume trends, enabling better staffing and resource allocation.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

Balto

JANUARY 3, 2025

Improve operational efficiency through predictive analytics and pattern recognition. Look for tools with features like: Speech Analytics: Automatically transcribe and analyze customer calls to detect patterns, identify trends, and flag compliance risks. Drive revenue growth by aligning service quality with sales objectives.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Balto

JANUARY 17, 2025

A workforce management solution would be ideal here as itll provide your team with access to powerful data visualization tools, demand estimates, historical analytics, and employee performance data. Focusing on these areas will help you enhance the effectiveness of your agents and, consequently, the quality of your customer service.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

teleopti

SEPTEMBER 18, 2019

Take away the fear using WFM to build an insight-infused data strategy – data analytics and “power of thought” reporting provides business leaders with a great opportunity to process their data through WFM software and turn that data into valuable intelligence.

Management 57

Management Customer advocacy Employee engagement Contact Center 57

Tethr

AUGUST 4, 2020

Liberating your voice data, developing your agents and creating CX teams are some of the best ways to get there. Taking your call center to the next level when it comes to customer service and the overall customer experience is always important.

Coaching 69

Coaching Finance Call Center Enterprise 69

3CLogic

JANUARY 5, 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. Voice-Enabled Self-Service Will Give Valuable Time Back To Agents.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

Balto

JANUARY 18, 2025

Managing shifts to prevent agent burnout. Leveraging analytics to refine scheduling models. Call Center Agents The Frontline Warriors Call center agents are the frontline warriors of any call center operation. Agent Empowerment: Equip agents with tools and authority to resolve issues without unnecessary escalations.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Managing shifts to prevent agent burnout. Leveraging analytics to refine scheduling models. Call Center Agents The Frontline Warriors Call center agents are the frontline warriors of any call center operation. Agent Empowerment: Equip agents with tools and authority to resolve issues without unnecessary escalations.

Best practices 52

Best practices Call Center Metrics Management 52

Calabrio

MARCH 10, 2025

Analytics 15 Essential Call Center Tools for 2025 Share Perceptions of the contact centers potential have undergone a sea change in recent years. This category encompasses the tools that enable agents to connect with customers across an ever-expanding array of channels. So, how are teams looking to increase revenue and drive savings?

Call Center 52

Call Center Agent Empowerment Interactive Voice Response Self service 52

Calabrio

MARCH 10, 2025

Analytics Call Center QA Scorecards: 7 Tips for Quality Assurance and CX Excellence Share When 75% of customers report that theyre willing to spend more with businesses that offer a good customer experience, many contact center operators might respond with surprise. 3 out of every 4 consumers is a huge proportion, after all.

Call Center 40

Call Center Coaching Quality management Contact Center 40