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. Strong learning and coaching support: Talkdesk is known for its strong support team.

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

SharpenCX

JUNE 30, 2021

And if you use a platform like Sharpen’s , you can pair your omnichannel service with training and coaching all in the same platform. Project 2: Create a Compelling Coaching and Training Program (& Make Use of These Resources!). Productive coaching and training doesn’t just happen organically. Train agents as a team.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

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

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

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Side-Screen Guidance: Agents receive guidance directly on their screens, ensuring they stay on track during interactions. Key Highlights: AI-driven Insights: Convin.ai Seamless Integration: Convin.ai

Call Center 52

Call Center Coaching Surveys Contact Center 52

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

From optimizing call center agent performance metrics to empowering call center managers, this guide breaks down how to achieve operational excellence while keeping your team engaged and motivated. A call center employee seated at a desk wearing a headset, while receiving coaching from a manager standing next to the desk.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

Balto

JANUARY 18, 2025

Todays call center operates in layers: Frontline Agents Handling inbound and outbound calls, emails, and chats. Supervisors Monitoring performance and coaching agents in real-time. Workforce Management (WFM) Forecasting, scheduling, and making sure the right number of agents are on hand during peak hours.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Todays call center operates in layers: Frontline Agents Handling inbound and outbound calls, emails, and chats. Supervisors Monitoring performance and coaching agents in real-time. Workforce Management (WFM) Forecasting, scheduling, and making sure the right number of agents are on hand during peak hours.

Best practices 52

Best practices Call Center Metrics Management 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

Tethr

AUGUST 4, 2020

Empower your agents. Effective coaching should reflect the common purpose of meeting customer needs and advising employees on certain criteria they can utilize to handle customer interactions on their own. Messages of support, trust and empowerment help keep individual ownership front and center.

Coaching 69

Coaching Finance Call Center Enterprise 69

Talkdesk

MARCH 2, 2018

Agent performance is, itself, a major challenge for contact centers. Even if all the strategic and systemic stars align, there is no guarantee the agents will actually be able to achieve optimal results. Quickly, yet meaningfully connecting with a customer is difficult enough for agents who have the information they need.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

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. Adopting skill-based agent scheduling also means that youll need to fine-tune your coaching and training strategies.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

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. Giving agents the tools they need to deliver exceptional experiences.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 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