Calabrio

FEBRUARY 25, 2025

Emphasis on agent empowerment: Features like mobile self-scheduling, automated quality management, and intuitive AI-powered BI tools empower agents, boosting engagement and job satisfaction. Strong learning and coaching support: Talkdesk is known for its strong support team.

Management 52

Management contact center workforce Schedule adherence Contact Center 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

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

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. Quickly, yet meaningfully connecting with a customer is difficult enough for agents who have the information they need.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

Comm100

DECEMBER 1, 2017

This contact center priority goes hand in hand with the previous goal of reducing customer friction: by creating (or optimizing) an automated self-service experience, customers will be able to solve transactional self-service issues quickly and efficiently. ” Empowering Agents as a Top Investment Priority.

Contact Center 57

Contact Center Customer centricity Journey mapping Benchmark 57

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

Balto

JANUARY 17, 2025

For example, if your agents struggle in a particular area, focusing your training efforts on it will improve your agent performance and help meet your workforce management targets. Adopting skill-based agent scheduling also means that youll need to fine-tune your coaching and training strategies.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

3CLogic

JANUARY 5, 2022

Perhaps the reason why is because agents have made it clear that they prefer a remote environment. This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment. Giving agents the tools they need to deliver exceptional experiences. Providing individualized coaching.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52