NICE inContact

DECEMBER 12, 2016

When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service?

Contact Center 74

Contact Center Agent Empowerment Customer Service Finance 74

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.

Agent Empowerment 137

Agent Empowerment Consulting Consulting Coaching 137

NICE inContact

OCTOBER 3, 2017

It might be time for your contact center to shift its focus from obsessing over issue avoidance and focusing on issue resolution! Agent empowerment is part of the process. The post Contact Resolution and Agent Empowerment will Increase Customer Loyalty appeared first on inContact Blog.

Agent Empowerment 48

Agent Empowerment Benchmark Contact Center Coaching 48

Balto

DECEMBER 16, 2022

2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. With renewed focus on agent experience, ever-advancing AI capabilities, and the embrace of omnichannel solutions, contact center leaders face an exciting opportunity to best serve their customers in 2023.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

Calabrio

FEBRUARY 25, 2025

Regardless of what specific type of solution were actually talking about, CX platforms are built to deliver greater visibility, insights, and efficiency to help teamswhether theyre contact centers to sales departmentsbetter engage their customers. The CX platform features you need to elevate experiences.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Some contact centers experience almost no turnover at all.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Calabrio

FEBRUARY 25, 2025

Workforce Management Top 5 NICE Workforce Management Competitors and Alternatives Share Todays contact centers cant afford to settle for good enough when it comes to their workforce management (WFM) software. And theres no doubt that the platform offers a wide array of solutions for contact center teams.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Calabrio

MARCH 5, 2025

By collecting direct and indirect insights into customer behaviorwhether its related to customer service experiences in the contact center or pain points elsewhere in their journeybusinesses can uncover insights that help them better cater to customer needs and improve their overall experience. Peckham Inc.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

CSM Magazine

OCTOBER 4, 2022

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers. Real-Time Agent Assist. Conventional agent assist solutions rely only on call metadata and keywords or phrases.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

Customer Service Life

DECEMBER 15, 2017

Pretty much every contact center on the planet has some sort of a quality assurance process — or so I learned when I contracted with an outsourcer a half dozen years ago. Like other KPIs, this is a metric that’s tracked and improved upon from the organizational level all the way down to each individual agent. What’s next?

Coaching 74

Coaching Agent Empowerment outsourcing Contact Center 74

SharpenCX

DECEMBER 30, 2019

Truth be told, how you manage and coach your team has a massive impact on customer happiness. Because it determines your agents’ empowerment, productivity, and happiness at work. What’s the real cost of agent turnover in your contact center? Ready to improve your customer (and agent) retention rates?

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

Calabrio

OCTOBER 15, 2019

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers.

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

NICE inContact

APRIL 9, 2019

While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. For this reason, most contact centers record their agents’ calls. Agent coaching and development.

Agent Empowerment 55

Agent Empowerment Coaching Contact Center Quality management 55

SharpenCX

APRIL 29, 2020

Workforce management in your contact center is all about finding balance. You balance the needs of your customers with the workload of your agents (and their development). Plus, you toss in overseeing your contact center budget, too. Empathy doesn’t scale when your agents are overworked and overwhelmed.

Coaching 76

Coaching Management Contact Center Morale 76

Balto

JANUARY 17, 2025

Mastering contact center workforce management in your contact center isn’t just about efficiencyits about creating a positive ripple effect. Having your agents positioned exactly where and when your customers need them leads to faster resolutions, happier interactions, and ultimately, more satisfied customers.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

SharpenCX

MAY 6, 2021

After all, most agents don’t have a cute puppy to soften the blow of a customer problem. Turns out, what you measure in your contact center has the power to change your customer outcomes. He sees the contact center moving from a transactional department to one that’s solutions-oriented and insight-driven.

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

SharpenCX

JUNE 30, 2021

As a contact center manager, much of what you do daily shapes the quality of your service. You likely want to see your agents succeed in their work. Project 1: Invest in the Right Tools for Your Contact Center. Investing in quality tools and technology in your contact center can go a long way.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

SharpenCX

NOVEMBER 3, 2020

You’re actively involved with your agents rather than operating hands-off. The Experience Coach. The experience coach focuses on individualism. You know that providing relevant feedback often will improve your agents’ well-being and your customer satisfaction. This is the gold standard for successful call center managers.

Call Center 67

Call Center Agent Empowerment Management Coaching 67

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.

Contact Center 58

Contact Center Customer centricity Journey mapping Benchmark 58

SharpenCX

OCTOBER 8, 2019

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 lives in how you use your insights to fuel positive changes that improve your customer and agent experience. It’s time to use it.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

SharpenCX

OCTOBER 8, 2019

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 lives in how you use your insights to fuel positive changes that improve your customer and agent experience. It’s time to use it.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Balto

AUGUST 23, 2024

Here’s the good news: in 2024, we have a wide array of capable call center quality assurance software solutions that can streamline QA processes, automate manual tasks, and deliver insightful reports to support decision-making. This guide aims to help you choose the right QA software for your contact center.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Balto

JANUARY 17, 2025

Why Does Call Center Management Matter More Than Ever? The days of viewing call centers as cost centers are over. In 2025, your contact center is your brand. The modern call center blends AI, automation, and human touchpoints in ways that didnt exist five years ago. Think about it.

Best practices 52

Best practices Call Center Metrics Management 52

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. Internal systems/tools can have both positive and negative impacts on agent performance,” said Gadi Shamia.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

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

Why Does Call Center Management Matter More Than Ever? The days of viewing call centers as cost centers are over. In 2025, your contact center is your brand. The modern call center blends AI, automation, and human touchpoints in ways that didnt exist five years ago. Think about it.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 3, 2025

Modern platforms provide real-time guidance , allowing agents to receive in-the-moment coaching while maintaining compliance and efficiency. This proactive approach ensures that call center monitoring drives both immediate and long-term results. Highlight successful behaviors as often as areas for improvement to maintain morale.

Best practices 52

Best practices Call Center First call resolution Coaching 52

DMG Consulting

SEPTEMBER 16, 2017

Wells Fargo is no longer making daily news headlines, but the impact of their overly aggressive cross-selling culture will be felt by contact centers throughout the United States for a long time. Setting the Record Straight: It’s highly unlikely Wells Fargo’s management was unaware of what was happening in their contact centers.

Sales 48

Sales Customer Service Contact Center CRM 48

teleopti

DECEMBER 2, 2019

Once everyone is confident with the new system, discuss ways to utilize the latest WFM training planner capabilities for coaching sessions. If necessary, enlist help from seasoned users in the WFM team.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

3CLogic

JANUARY 5, 2022

Contact centers have come a long way over the last couple of decades, nearly unrecognizable to an agent from the 1990s. As technology continues to rapidly develop, contact centers will need to revisit the tools they use in order to keep up. Consider how the contact center landscape changed during 2021 alone.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

SharpenCX

OCTOBER 29, 2019

Your KPIs have become the pernicious beast of your contact center. A recent Google search escapade led us to a common question managers, like you, are asking: What KPIs would you use to rate your customer service agents? Today, we’re looking at KPIs through the lens of agent experience. Training Investment per Agent.

Metrics 64

Metrics Call Center Customer Service Coaching 64

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