NICE inContact

OCTOBER 3, 2017

While self-service, chat and email may work well for resolving simple issues, more complicated issues may be best addressed via voice channel. 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 60

Agent Empowerment Benchmark Contact Center Coaching 60

NICE inContact

OCTOBER 3, 2017

While self-service, chat and email may work well for resolving simple issues, more complicated issues may be best addressed via voice channel. 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

Agent Empowerment. Agent empowerment is one of the top trends in the contact center space for 2023. Empowering your agents means equipping your teams with the tools, trust, information, and freedom they need to make decisions when customers need it the most. Agent Experience. More Self-Service Options.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

Calabrio

OCTOBER 15, 2019

Idaho Central continuously improves frontline engagement and performance and encourages agent empowerment—all backed by Calabrio’s integrated workforce management (WFM) platform. THE ONE AWARDS WINNERS. The Leader – Idaho Central Credit Union. As a result, customers report being happier overall. The Optimizer – Alliant Energy.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16

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 CRM 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

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