Global Response

AUGUST 7, 2023

There’s a lot of discussion about employee empowerment today, but call center agents are a unique type of employee with unique roles and needs. What does empowerment look like when it comes to their role? 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

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

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.

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Agent Empowerment Benchmark Contact Center Coaching 48

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

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.” That means personalization needs to kick in from the very first call, creating a sense of trust that can turn prospects into long-term customers. And the result?

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Agent Empowerment Call Center Morale Contact Center 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. It’s no secret that working at a call center can be stressful. So be prepared to listen and take action! Offer support proactively.

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Contact Center Agent Empowerment Morale Coaching 150

SharpenCX

NOVEMBER 3, 2020

The call center experience of today’s world can be hostile at best and abusive at its worst. Record number of leaders, like you, are frantically searching Google to find a way to protect the mental health and well-being of their agents. Yet, your agents are still sitting there, taking it all in. But frankly, it’s tough.

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Call Center Agent Empowerment Management Coaching 67

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

Calabrio

MARCH 22, 2025

At the same time, contact center operations have also taken on a new level complexity. Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes.

Best practices 52

Best practices Contact Center Management Call Center 52

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too.

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contact center workforce Best practices Contact Center Management 106

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. What will 2021 look like for Contact Centers? Steve Bederman on the First Contact: Stories of the Call Center Podcast.

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Call Center Gamification Agent Empowerment Contact Center 52

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? The right call center reporting system isn’t just a nice-to-have; it’s an absolute necessity.

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Call Center Contact Center Abandon rate Average Handle Time 59

Balto

JANUARY 2, 2025

Call center productivity is the engine of successful call center operations, driven by the efficiency and performance of each call center agent. A call center employee seated at a desk wearing a headset, while receiving coaching from a manager standing next to the desk.

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Call Center Abandon rate Interactive Voice Response First call resolution 52

Balto

JANUARY 17, 2025

Running a call center is like captaining a ship in rough waters. If youre in call center management, you know the grind. Balancing customer satisfaction, agent performance, and operational efficiency isnt just hardit can feel like a game where the rules change daily. What is Call Center Management?

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Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

Running a call center is like captaining a ship in rough waters. If youre in call center management, you know the grind. Balancing customer satisfaction, agent performance, and operational efficiency isnt just hardit can feel like a game where the rules change daily. What is Call Center Management?

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 3, 2025

Meeting the Rising Demands of Modern Customer Expectations The call center industry is undergoing a seismic shift. This is where call center monitoring emerges as a critical lever. From key metrics to advanced AI tools, youll discover actionable strategies to elevate both customer and agent outcomes.

Best practices 52

Best practices Call Center First call resolution Coaching 52

VirtualPBX

FEBRUARY 5, 2025

In a fast-paced call center environment, tracking the outcome of every call is crucial. Whether youre in healthcare, sales, customer service, debt collection, or technology support, Call Disposition Codes help you categorize and analyze interactions efficiently.

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Healthcare Agent Empowerment Technical Support CRM 45

Balto

AUGUST 23, 2024

Call center QA can be pretty demanding, especially with rising customer expectations regarding service quality and speed. This guide aims to help you choose the right QA software for your contact center. This guide aims to help you choose the right QA software for your contact center. So let’s jump right in!

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Call Center Coaching Surveys Contact Center 52

Talkdesk

NOVEMBER 9, 2017

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. The post How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency appeared first on Talkdesk.

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Agent Empowerment Contact Center Metrics Best practices 40

Talkdesk

NOVEMBER 9, 2017

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. The post How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency appeared first on Talkdesk.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Outsource Consultants

JANUARY 10, 2025

As you harness these powerful technologies, the next step is to equip your agents with the right tools and training to maximize these technological advancements. How to Empower Your Contact Center Agents Implement a Robust Knowledge Management System A comprehensive knowledge management system serves as the foundation for agent empowerment.

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Contact Center Agent Empowerment Interactive Voice Response outsourcing 67

Tethr

JUNE 30, 2021

Here’s a simple three step process to improve the customer experience in your call centers and beyond. Your call center employees are the front line of your company, and a huge factor in how your customers perceive effort. Start by… improving the employee experience.

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Customer Experience Agent Empowerment Analytics Call Center 72

CafeX

AUGUST 2, 2017

Research by CFI Group in 2017 shows that the contact center satisfaction index (CCSI) remains at a low point of 68 (as measured on a 0-100 scale) in the private and government sectors. The two key drivers of this call center metric are agent effectiveness and agent empowerment.

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Agent Empowerment Government Contact Center Call Center 54

SharpenCX

JUNE 24, 2020

Let’s walk through five performance management techniques you can use to improve your agents’ experience at work, and your customers’ experience with your brand. Recognize how your agents’ empowerment & engagement impacts performance. You can’t address challenges in your contact center without understanding them, first.

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Management Customer Service Agent Empowerment Contact Center 128

Contact Center Pipeline

JULY 21, 2021

As we turn the page to a new year, and in the spirit of new beginnings, I’d like to challenge managers and leaders to consider alternative approaches to drive innovation and business change. Change must bubble up from within an organization, not merely cascade down from above, because in the next two years we’ll witness […].

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Contact Center Management Agent Empowerment Feedback 321

NICE inContact

FEBRUARY 23, 2016

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions.

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Agent Empowerment Multi-channel support Contact Center Cloud contact 50

VocalCom

MARCH 12, 2018

The contact center is, without question, an intense environment. To keep agents organized and focused, managers may present them with a rigid protocol. However, good management is only part of ensuring agent success.

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Contact Center Agent Empowerment Interactive Voice Response Contact center software 91

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

Contact Center Pipeline

JUNE 8, 2017

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately. The publicity has been a bit unsettling, though, given the tendency to couple the acronym AI with the word “replace”—as in “AI Will Replace Half of All Jobs in the Next Decade” or “Could […].

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Agent Empowerment Contact Center Call Center Technology 265

Tethr

DECEMBER 23, 2020

Whether that looks like call center agents working from home, a company-wide struggle to migrate quickly to digital tools, or even canceled or reduced services as customers tighten their belts, your operation probably encountered struggles this year that seemed unimaginable in the January of 2020. Growth of Agent Empowerment .

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Customer Experience Agent Empowerment Self service Chatbots 72

SharpenCX

MAY 6, 2021

Prioritizing customer satisfaction starts with your call center and ends with higher revenue for your entire organization. Transferring a customer to another department, agent, or supervisor is one of the top issues plaguing your customers’ satisfaction. That’s right. Employee Well-Being.

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Metrics Agent Empowerment Contact Center Customer effort 84

Playvox

DECEMBER 15, 2022

Let’s face it, the call center of yesteryear is not wholly relevant when looking at customer service operations today. Even the terms “call center” and “contact center” are called into question, given the images they evoke of rows of agents in cubicles lined up to fill a room. Average Handle Time.

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Contact Center Average Handle Time Agent Empowerment Service level 72

Tethr

AUGUST 14, 2020

Rather than making sure agents are sticking to a script, saying and doing the things the company has decided are important to deliver a great customer experience (e.g., saying the customer’s name three times, thanking the customer for her loyalty, etc.) Request a demo to discover how Tethr can help you better engage your frontline.

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Scripts Best practices Call Center Enterprise 105

NICE inContact

APRIL 9, 2019

Quality Monitoring has the potential to make significant contributions to the success of a contact center by creating an effective balance between operational requirements and agent empowerment. Contact centers employ processes and tools to manage their Quality Monitoring.

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Agent Empowerment Coaching Contact Center Quality management 55

Playvox

FEBRUARY 2, 2022

With these building blocks in place, you’re more likely to break the cycle of burnout and transform your contact center into a workplace of choice. Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. Getting Started. There are a number of steps you can take to prevent burnout.

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Agent burnout Contact Center Gamification Agent Empowerment 68

JustCall

APRIL 9, 2024

Call center life can be a rollercoaster ride. One minute, your agents are cruising along; the next, they’re buried in a mountain of calls. Stressed-out agents face burnout during peak times and feel underutilized when things slow down —– it’s not a recipe for success. But fear not.

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