Agent Empowerment Coaching Course 
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.
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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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.
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.
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.
Playvox
FEBRUARY 2, 2022
Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture. Motivate Agents To Higher Performance. ENJOYING THIS ARTICLE?
CSM Magazine
JULY 14, 2022
Three deciding factors converged during the course of the last two years which have changed contact centres forever: 1. Agent empowerment technologies like AI-powered Chatbots and self-scheduling facilitate a healthy work-life balance, helping remote employees to mark a clear distinction between being ‘on’ and ‘off’ duty.
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