Calabrio

MARCH 5, 2025

Thanks to advances in AI, the latest customer experience analytics tools are enabling businesses to analyze seemingly countless interactions in real time and driving a new level of precision for service, sales, marketing, product management, and beyond. What is Customer Experience Analytics?

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Calabrio

FEBRUARY 25, 2025

WFM tools are key to not only delivering winning customer experiences but ensuring that the frontline agents that provide service are engaged, educated, and empowered to do so in the first place. Ultimately, this can lead to headaches when trying to integrate the necessary tools that go beyond basic WFM functionality.

Management 52

Management contact center workforce Schedule adherence 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

Balto

JANUARY 3, 2025

At the same time, operational complexity is increasing, making it challenging to maintain high performance without the right tools and processes. From key metrics to advanced AI tools, youll discover actionable strategies to elevate both customer and agent outcomes.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Outsource Consultants

JANUARY 10, 2025

Interactive Voice Response (IVR) systems handle simple queries without agent intervention. Advanced forecasting tools predict call volumes accurately, allowing you to schedule agents accordingly. These tools can identify customer sentiment, detect compliance issues, and highlight areas for improvement in agent performance.

Contact Center 67

Contact Center Agent Empowerment Interactive Voice Response outsourcing 67

Global Response

AUGUST 7, 2023

What does empowerment look like when it comes to their role? Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer service and customer satisfaction. So, how do you create empowered call center agents who can deliver great service day-in and day-out?

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

Tethr

JUNE 30, 2021

Especially in a world where callers are bringing more complicated issues to call center representatives and expecting higher levels of critical thinking and problem-solving skills, it’s essential to focus on agent empowerment. Finish by… setting effort reduction goals.

Customer Experience 72

Customer Experience Agent Empowerment Analytics Call Center 72

Customer Service Life

DECEMBER 15, 2017

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. The idea is that through consistent monitoring and coaching, agents will improve these scores and the quality of their customer service over time. Batting around an alternative. What’s next?

Coaching 74

Coaching Agent Empowerment outsourcing Contact Center 74

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.

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. They also use the tool to schedule tasks and trainings outside of an individual employee’s specialties to expertise in other disciplines.

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

NICE inContact

APRIL 9, 2019

Agent coaching and development. Beyond monitoring agents, many contact centers use QM to gain an understanding of their customer’s experience. For example, data from evaluated calls can be used within a performance improvement process to improve agent development and engagement. Legal and compliance reasons.

Agent Empowerment 55

Agent Empowerment Coaching Contact Center Quality management 55

SharpenCX

APRIL 29, 2020

Once you have these predictions on deck, you can use WFM tools (like Sharpen + Community WFM ) and additional service-level metrics to figure out how many agents you need to take care of incoming customer needs. Build in time for agent coaching. Often, WFM will cancel scheduled agent coaching sessions when volume spikes.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

JUNE 30, 2021

We’ve compiled a list of some of our best tools, resources, and articles to guide you through three major projects. 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. Get tools to help your teams collaborate. Let’s take a look!

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Playvox

FEBRUARY 2, 2022

Other factors agents cite for burnout are: Lack of training Lack of a career path Frustrating technology tools. Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. But the best results come from programs that go beyond standard QA tools. ENJOYING THIS ARTICLE?

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

SharpenCX

MAY 6, 2021

And, they’re nailing down the tools they can use to better understand, then improve that level of effort. 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.

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

CSM Magazine

JULY 14, 2022

Contact centre, UC and CRM vendors are rushing to develop or acquire workforce engagement solutions consisting of quality and workforce management, AI analytics and performance monitoring tools – albeit to a greater or lesser degree of success. Have you ever stopped and wondered why this is happening and why now?

Management 59

Management Agent Empowerment Analytics Cloud contact 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 59

Coaching Average Handle Time Customer Experience Metrics 59

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. You can also import questions from previous surveys. 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

Balto

JANUARY 18, 2025

Balancing customer satisfaction, agent performance, and operational efficiency isnt just hardit can feel like a game where the rules change daily. Monitoring call center performance metrics is crucial for ensuring smooth customer interactions and motivated agents. Supervisors Monitoring performance and coaching agents in real-time.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Balancing customer satisfaction, agent performance, and operational efficiency isnt just hardit can feel like a game where the rules change daily. Monitoring call center performance metrics is crucial for ensuring smooth customer interactions and motivated agents. Supervisors Monitoring performance and coaching agents in real-time.

Best practices 52

Best practices Call Center Metrics Management 52

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 Metrics 52

Comm100

DECEMBER 1, 2017

As the report puts it: “Agents, quite simply, are the gateway to a productive, customer-centric experience.” ” Tip: Improve your agent experience through empowerment, and giving them tools to enhance their everyday lives. Improving the Agent Experience: Examining Strategies.

Contact Center 58

Contact Center Customer centricity Journey mapping Benchmark 58

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. Before beginning to offer a resolution, the agent requires contextual information about the specific customer and specific issue.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

teleopti

DECEMBER 2, 2019

For instance, first, find out what your company goals are for the customer experience, then see what elements of your WFM tool will drive those results. Once everyone is confident with the new system, discuss ways to utilize the latest WFM training planner capabilities for coaching sessions. Is it an omnichannel-first approach?

Coaching 68

Coaching Employee engagement Consulting Consulting 68

Balto

JANUARY 17, 2025

Contact center workforce management (WFM) is the practice of optimizing your resourcesyour team, tools, and processesto achieve your business goals. Balancing customer satisfaction, agent engagement, and work flexibility requires thoughtful planning. The Role of WFM Solutions This is where WFM tools come into play.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

3CLogic

JANUARY 5, 2022

As technology continues to rapidly develop, contact centers will need to revisit the tools they use in order to keep up. 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.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

SharpenCX

OCTOBER 29, 2019

But if you can tie consistently low CSAT scores to specific agents, chances are high it’s a behavioral pattern or empowerment issue you can jump in and fix. Coach and train your agents for empowerment to improve your customers’ satisfaction. Get the tactics and methods you need to be a better coach.

Metrics 64

Metrics Call Center Customer Service Coaching 64

Calabrio

MARCH 10, 2025

Thats why weve developed this guide with examples and 5 actionable tips to create a quality assurance scorecard that ensure agents are meeting company standards and customer expectations across every touchpoint and channel. This ensures that these areas receive greater attention in both evaluation and agent coaching.

Call Center 40

Call Center Coaching Quality management Contact Center 40