Agent Empowerment Call Center Coaching 
SharpenCX
JULY 14, 2020
When I was in college, I worked in a call center. And one call is engrained in my mind as a permanent reminder of how not to interact. The customer who called in was just so insulting and so…mean. We were closing in 15 minutes and there was only one person left on my list to call. This wears on agents.
TechSee
APRIL 16, 2019
In fact, agents are leaving their positions at more than twice the average attrition rate of other jobs. But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. What Matters Most to Contact Center Managers.
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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.
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?
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.
Fonolo
JANUARY 14, 2021
Offer a variety of sessions and materials that include roleplay, one-on-one coaching, and even quick tips and one-pagers. That will allow your agents to absorb the information more effectively and approach their role with confidence. Create opportunities for agents to voice their suggestions and concerns.
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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