Why agent empowerment is key to achieving customer service excellence
Enghouse Interactive
JANUARY 19, 2024
Agent empowerment is vital to contact center success. Empowered agents stay longer, and improve the customer experience.
Agents Will Be Empowered Only If They Feel Valued — And You Must Continuously Prove It to Them
CCNG
JANUARY 18, 2023
One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. Agents who feel empowered are comfortable making decisions on their own, which gives them a keen sense of ownership with every customer interaction. The concept is simple.
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2024 Contact Center Trends- Yossi Abraham
Zappix
MAY 1, 2024
This week we sat down with Zappix President & CEO Yossi Abraham to discuss the top trends shaping contact centers in 2024. Discover insights on AI-driven automation, customer experience innovation, agent empowerment, and more. Watch now to stay ahead in the contact center world!
CX4Now: CX and Contact Center Trends to Watch, According to These Influencers
Fonolo
JANUARY 26, 2023
If you’ve been following the CX and contact center industries over the past few years, you know the landscape has drastically changed. We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023. And their answers may not be what you expect.
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How to Fearlessly Empower Your Contact Center Agents
Speaker: Jeff Toister, Employee Training Expert, Bestselling Author, Speaker
An ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience. Agents worry about doing the wrong thing and getting in trouble. Contact center leaders worry about agents giving away too much or serving customers inconsistently.
Agents or AI? Why the future of contact centers needs both to thrive
Balto
OCTOBER 23, 2024
Agent automation means using AI and machine learning to handle routine tasks with speed and precision. Today’s agent automation has gone beyond chatbots managing FAQs to help contact centers respond faster and reduce costs—it’s evolving fast, with many exploring the advantages of voice bots. What is agent empowerment?
Balto Launches Beacon, New Era of Agent Empowerment With Crowd-Sourced Call Recommendations
Balto
JANUARY 11, 2023
Beacon lays groundwork for decentralized contact center excellence. Louis, MO — Balto, the leader in empowering agents with AI for better conservations, has launched the latest real-time capability to benefit agents with crowd-sourced and tested real-time recommendations: Beacon. Share on Twitter. Share on Facebook.
Contact Center Workforce Management Best Practices
Fonolo
MAY 30, 2023
It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. That’s why contact centers are investing in it in droves. Improved customer satisfaction and increased agent productivity. How Can WFM Help my Contact Center?
Agent Empowerment: Putting Firstline Employees First in the Contact Center
Noble Systems
JANUARY 29, 2019
Advancements in technology have contact centers light years ahead of where they were five – even two years ago. Businesses that continue to ignore the needs of firstline employees – such as contact center agents – do so at their own peril. Agent Experience Demands No Friction and Easy Access to Data.
Fulfilling the Promise of Agent Empowerment [Webcast Recap]
SharpenCX
AUGUST 8, 2018
In case you missed it, we’re recapping last week’s Agent Empowerment Webcast presented by Blair Pleasant of BCStrategies. We unpacked the idea of agent empowerment and what it means for customer satisfaction. Plus, we gave an introduction to BCaaS.
Top Contact Center Trends for 2023
Balto
DECEMBER 16, 2022
2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. With renewed focus on agent experience, ever-advancing AI capabilities, and the embrace of omnichannel solutions, contact center leaders face an exciting opportunity to best serve their customers in 2023.
How Agent Empowerment Impacts Your Customer Service Experience
SharpenCX
MARCH 12, 2019
Yet, too many companies fail to put their people first and give their agents the support needed to deliver stellar service. The post How Agent Empowerment Impacts Your Customer Service Experience appeared first on Sharpen Contact Center Software. Creating positive experiences for your customers.
How Quality Management Can Empower and Engage Your Contact Center Agents
LiveVox
APRIL 4, 2022
Welcome to the age of agent empowerment. The post How Quality Management Can Empower and Engage Your Contact Center Agents appeared first on Livevox.
Agent Empowerment: Putting Firstline Employees First in the Contact Center
Noble Systems
JANUARY 29, 2019
Advancements in technology have contact centers light years ahead of where they were five – even two years ago. Businesses that continue to ignore the needs of firstline employees – such as contact center agents – do so at their own peril. Agent Experience Demands No Friction and Easy Access to Data.
Training Your Call Center Agents to Sound the Alarm on Harassment in Abusive Customer Interactions Instantly Can Fuel Your Agents’ Empowerment
SharpenCX
JULY 14, 2020
Contact center agents are prone to burnout. Read up on 8 reasons that agents experience burnout and how you can avoid it. . How could this persistent verbal abuse affect your contact center? As a manager, you can provide training to support and coach agents through those abusive online experiences.
Boost Agent Satisfaction in Your Contact Center with These 9 Inclusive Practices
Fonolo
JANUARY 14, 2021
Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. 3 Reasons Why Agent Satisfaction is the New Customer Satisfaction.
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AI is Ready for Your Contact Center—But Maybe Not How You’d Expect
Vistio
APRIL 22, 2024
The allure of AI in contact centers is undeniable. One effective strategy is to use AI as a training or agent guidance tool within your contact center. Agent Empowerment: AI can be a valuable ally for your customer service agents. Are you considering integrating AI into your contact center?
What to Look For When Choosing Agent Tools for Improved Agent Empowerment
Bright Pattern
AUGUST 8, 2018
It’s no secret that contact center operations are becoming more complex. An increasing number of channels, combined with multiple CRM systems and homegrown applications, makes it increasingly difficult for contact centers to manage data and serve up the right information, at the right time, to agents.
Trends to Improve Your Contact Center in 2024
Calltools
APRIL 3, 2024
Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care. They can also help your contact center process more calls.
The Role of Contact Center Agents in Product Innovation
Contact Center Pipeline
JULY 21, 2021
As we turn the page to a new year, and in the spirit of new beginnings, I’d like to challenge managers and leaders to consider alternative approaches to drive innovation and business change. Change must bubble up from within an organization, not merely cascade down from above, because in the next two years we’ll witness […].
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Contact Resolution and Agent Empowerment will Increase Customer Loyalty
NICE inContact
OCTOBER 3, 2017
It might be time for your contact center to shift its focus from obsessing over issue avoidance and focusing on issue resolution! Agent empowerment is part of the process. The post Contact Resolution and Agent Empowerment will Increase Customer Loyalty appeared first on inContact Blog.
Balto Elevates the Agent Experience in the Contact Center with New Suite of Features
Balto
SEPTEMBER 21, 2022
Reaffirms commitment to agent empowerment for retention and growth in the contact center. Because if your agents are satisfied, so are your customers.”. Agent empowerment goes beyond agent assistance. Balto unites agents with AI to enable better conversations that deliver results.
VIDEO & ARTICLE: Top Contact Center Trends in 2021
NobelBiz
FEBRUARY 19, 2021
Going into 2021, we can foresee a few things in the contact center space that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment. The post VIDEO & ARTICLE: Top Contact Center Trends in 2021 appeared first on NobelBiz®.
Contact Resolution and Agent Empowerment will Increase Customer Loyalty
NICE inContact
OCTOBER 3, 2017
It might be time for your contact center to shift its focus from obsessing over issue avoidance and focusing on issue resolution! Agent empowerment is part of the process. The post Contact Resolution and Agent Empowerment will Increase Customer Loyalty appeared first on inContact Blog.
Best Contact Center Software in 2023
JustCall
MARCH 9, 2023
This is how important customer experience is, especially in the context of contact centers. While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well.
Can Your WFM Solution Accurately Forecast In A Modern Digital Contact Center?
Playvox
DECEMBER 15, 2022
Let’s face it, the call center of yesteryear is not wholly relevant when looking at customer service operations today. Even the terms “call center” and “contact center” are called into question, given the images they evoke of rows of agents in cubicles lined up to fill a room. What Is A Digital Contact Center?
How to Empower Contact Center Agents
VocalCom
MARCH 12, 2018
The contact center is, without question, an intense environment. To keep agents organized and focused, managers may present them with a rigid protocol. However, good management is only part of ensuring agent success. Here are five tips for empowering contact center agents to offer the best customer service possible.
How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It)
Playvox
FEBRUARY 2, 2022
Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Some contact centers experience almost no turnover at all.
Qualtrics Announces New Real-time Contact Center Solutions to Make Agents More Productive
CSM Magazine
OCTOBER 4, 2022
Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers. Real-Time Agent Assist. Conventional agent assist solutions rely only on call metadata and keywords or phrases.
The 5-Point Customer Experience Health Check for Contact Centers
pindrop
FEBRUARY 12, 2020
The 5-Point Customer Experience Health Check for Contact Centers. Often when thinking about customer experience most of the thought is dedicated to the online experience, but what about the contact center? Check for Agent Empowerment . Fight for Agent Embetterment. Does Your CRM Need TLC?
Are Your Contact Center Agents Empowered to Provide Great Customer Service?
NICE inContact
DECEMBER 12, 2016
When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service?
How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency
Talkdesk
NOVEMBER 9, 2017
When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. Every customer base is unique and requires a unique blend of problem solving skills and contact center tools.
How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency
Talkdesk
NOVEMBER 9, 2017
When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. Every customer base is unique and requires a unique blend of problem solving skills and contact center tools.
EM360 Podcast: Extending the (Cloud) Value Proposition Beyond the Contact Center
Talkdesk
JULY 15, 2019
I recently had the pleasure of joining a podcast with Jon Arnold , Principal at J Arnold & Associates, on the topic of Extending the (Cloud) Value Proposition Beyond the Contact Center. . Jon: With our broad focus being about cloud-based contact centers, let’s start with the state of things up ‘til now.
Agents Will Be Empowered Only If They Feel Valued — And You Must Continuously Prove It to Them
WiserOwl Blog
DECEMBER 9, 2022
One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. Agents who feel empowered are comfortable making decisions on their own, which gives them a keen sense of ownership with every customer interaction. The concept is simple.
DMG Consulting Releases 2024 Workforce Management for the Enterprise in the Digital Era Report
DMG Consulting
MARCH 27, 2024
AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions. The Report analyzes WFM market activity and provides 5-year projections.
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Ditch the Script? Agent Empowerment Improves Customer Service
Edify
OCTOBER 13, 2020
“I’m so happy I was able to help you today, ma’am!” Well, actually, you didn’t.
5 Videos Contact Center Professionals Must Watch in 2018
Talkdesk
NOVEMBER 29, 2017
As 2017 comes to a close, call centers are busier than ever fielding calls from customers and planning for the new year. Video #1: 5 Crazy Ideas for Transforming Your Contact Center. Gadi Shamia reveals five opportunities for contact center leaders to use technology to deliver a truly unique customer experience.
Six Expert Insights: How AI Will Shape the Future of Home Services
Balto
OCTOBER 29, 2024
This blog captures the key takeaways from our recent webinar, “ The Future of Home Services: Merging Lead Intake Automation with Agent Empowerment.” Balto goes beyond automation—it’s about making contact centers faster, smarter, and more effective, all without sacrificing the agent experience.
How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency
Talkdesk
NOVEMBER 9, 2017
When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. Every customer base is unique and requires a unique blend of problem solving skills and contact center tools.
A lifetime of lessons learned, with Steve Bederman | First Contact: Stories of the Call Center
NobelBiz
FEBRUARY 9, 2023
Contact Center Trends for 2021 For many businesses out there, 2020 will remain a defining year of radical transformation. Contact Centers had to adopt the right tools and even shift their models completely in order to achieve business continuity and customer demands. What will 2021 look like for Contact Centers?
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A New Metric For CX
Vistio
NOVEMBER 7, 2022
Talking with Jakob Mattice today about the amazing themes from the ICMI Contact Center Expo in Orlando. Let’s dive in to some of the ideas we share at the conference, namely our focus on Agent Satisfaction as our main metric. [ Meeting in person, building community and networking with so many great colleagues was so inspiring.
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Call Center Culture of Excellence – How to Build it
TechSee
APRIL 16, 2019
Many of us have worked in contact centers. Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they’re not getting what they need. What Matters Most to Contact Center Managers. Proactivity is Key.
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AI-Enabled WFM Promotes Efficiency and Flexibility
DMG Consulting
APRIL 8, 2024
Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5 percent and 50.0 percent and 50.0
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