article thumbnail

Contact Resolution and Agent Empowerment will Increase Customer Loyalty

NICE inContact

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.

article thumbnail

Contact Resolution and Agent Empowerment will Increase Customer Loyalty

NICE inContact

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.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Boost Agent Satisfaction in Your Contact Center with These 9 Inclusive Practices

Fonolo

Create opportunities for agents to voice their suggestions and concerns. But remember: agent empowerment only works if leadership listens and follows through on their feedback. Start acknowledging agents who deliver exceptional service, solve challenging customer issues with patience, and support their fellow agents.

article thumbnail

Boost Your Contact Center Productivity Today

Outsource Consultants

As you harness these powerful technologies, the next step is to equip your agents with the right tools and training to maximize these technological advancements. How to Empower Your Contact Center Agents Implement a Robust Knowledge Management System A comprehensive knowledge management system serves as the foundation for agent empowerment.

article thumbnail

Customer Experience (CX) Platform: Your Guide to What It Is—and Which Are the Best Solutions

Calabrio

Of course, we cant leave it at that. Of course, precisely how exactly a CXM platform does so varies from type to type, tool to tool. Focus on Agent Empowerment: Calabrio ONE equips agents with the intuitive tools and easy access to insights they need to stay engaged and deliver improved outcomes.

article thumbnail

Top Contact Center Trends for 2023

Balto

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.

article thumbnail

5 Ways to Manage the Performance of Apathetic Agents (and Why They Don’t Care if They’re a Good Customer Service Rep or Not)

SharpenCX

Because her company only allows agents to spend 6 minutes out of the queue. Aside from the legally required 15-minute bathroom breaks and half-hour to scarf down a sandwich, of course). Recognize how your agentsempowerment & engagement impacts performance. They’d been through it, too.