Agent Empowerment Coaching Training 
SharpenCX
JULY 14, 2020
And training call center agents to see and squash abusive is vital to their well-being (and yours). As a manager, you can provide training to support and coach agents through those abusive online experiences. Let’s dig into some practical ways you can support your agents and combat abuse in your contact center.
Callminer
AUGUST 1, 2017
Reduce Turnover – Keeping a stable team will help you to reduce training costs and time. 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. To implement continuous training. Srii Srinivasan.
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Taylor Reach Group
APRIL 27, 2020
Similarly, not empowering agents with the authority to resolve issues also creates friction and unpleasant outcomes for the agent and customer alike. Incredibly, many organizations limit agent empowerment in the mistaken belief that the agents cannot be trusted with making such decisions.
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.
Fonolo
JANUARY 14, 2021
Train your leaders appropriately. Better training for agents and leaders will be a big contact center trend in 2021 and beyond. That’s why it’s crucial to provide additional training to those in leadership positions so they can demonstrate and speak to these inclusive practices. Vary your training styles.
TechSee
APRIL 16, 2019
Acknowledging and addressing agent pain points – such as lack of career progression, low pay, frustration with repetitive tasks and inadequate technology – demonstrates effective leadership and helps the drive toward agent empowerment, ultimately benefiting contact center productivity. Training can also be incentivized.
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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