Agent Empowerment Contact center software Tips 
VocalCom
MARCH 12, 2018
However, good management is only part of ensuring agent success. Agent empowerment is equally essential, and that means giving agents a voice when establishing contact center practices. Here are five tips for empowering contact center agents to offer the best customer service possible.
SharpenCX
APRIL 29, 2020
Pro tip: With in-line training and microlearning lessons , you don’t have to plan for tons of out-of-queue time to coach your team. Instead, you can plan for quick 5-minute coaching sessions where agents can zip through a coaching module that’s waiting in their queue between interactions.
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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. Which agents do they interact with?
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. Which agents do they interact with?
SharpenCX
OCTOBER 29, 2019
Or, maybe your skills-based routing was handing off too many interactions to Jonathan, a rockstar agent, even though he was crazy busy. This metric gives you a kick-off point to jump in and learn the daily flow of each of your agents. Whatever the case may be, it all boils down to agent empowerment.
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