Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Balto

JANUARY 6, 2025

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

NICE inContact

DECEMBER 12, 2016

I would argue that the outcome of the customer interaction – specifically the level of effort and the resolution – has very little to do with the agent, and everything to do with the processes and empowerment culture of the contact center. Agents Want to Solve Customer Issues – But Can They? Reflect and move the needle.

Contact Center 74

Contact Center Agent Empowerment Customer Service Finance 74

SharpenCX

MAY 6, 2021

Transferring a customer to another department, agent, or supervisor is one of the top issues plaguing your customers’ satisfaction. Customers cited a lack of agent empowerment as one of their main sources of customer rage in 2020. Do my agents have access to the customer history and data they need to solve problems?

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. We’re here to help.

Coaching 59

Coaching Average Handle Time Customer Experience Customer Service 59

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. We’re here to help.

Coaching 52

Coaching Average Handle Time Customer Experience Customer Service 52

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