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

SharpenCX

APRIL 29, 2020

Pair historical data with recent data trends from your real-time numbers. Factor in current business trends, new product or service releases and the net new customer forecasts for each quarter. Build in time for agent coaching. To keep your team engaged and performing at their best, your agents need to be coached daily.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

MAY 6, 2021

And, get the trends they’re calling the most important forces impacting the market this year. After all, most agents don’t have a cute puppy to soften the blow of a customer problem. Measuring CES helps you keep a watch on this dangerous trend. That’s the kind of service modern customers expect every time. Get The Buyers Guide.

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

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

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

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

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 3, 2025

Look for tools with features like: Speech Analytics: Automatically transcribe and analyze customer calls to detect patterns, identify trends, and flag compliance risks. Modern platforms provide real-time guidance , allowing agents to receive in-the-moment coaching while maintaining compliance and efficiency.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Balto

JANUARY 18, 2025

Todays call center operates in layers: Frontline Agents Handling inbound and outbound calls, emails, and chats. Supervisors Monitoring performance and coaching agents in real-time. Workforce Management (WFM) Forecasting, scheduling, and making sure the right number of agents are on hand during peak hours.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Todays call center operates in layers: Frontline Agents Handling inbound and outbound calls, emails, and chats. Supervisors Monitoring performance and coaching agents in real-time. Workforce Management (WFM) Forecasting, scheduling, and making sure the right number of agents are on hand during peak hours.

Best practices 52

Best practices Call Center Metrics Management 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

Comm100

DECEMBER 1, 2017

CCW Digital’s report notes, one reason for this is the trend of companies switching from a transactional approach to the customer experience to a relationship-driven one. For 48% of businesses, improving agent training and coaching is the number one strategy for creating a better agent experience in 2018.

Contact Center 57

Contact Center Customer centricity Journey mapping Benchmark 57

Balto

JANUARY 17, 2025

To get accurate predictions, you need a data-driven approach that leverages historical numbers, trends, and patterns. You should also consider the expected demand for each channel based on accurate data-based forecasts channels that expect the highest levels of demand should have more agents readily available to support customers.

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.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

Calabrio

MARCH 10, 2025

Here’s how a QA scorecard empowers your contact center: Pinpoint Performance Gaps: Unlike broad surveys, a QA scorecard allows you to identify specific areas where agents excel or fall short. This granular data enables targeted coaching and training, addressing individual needs and boosting overall team performance.

Call Center 40

Call Center Coaching Quality management Contact Center 40