NICE inContact

FEBRUARY 23, 2016

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions.

Agent Empowerment 50

Agent Empowerment Multi-channel support Contact Center Cloud contact 50

Calabrio

MARCH 5, 2025

Improved performance management and agent empowerment. calls, chats, emails) and sources (CRM, HRMS, back-office), analyze it automatically, and see the story of your customers thats buried in your CX dataall in your single placeto drive better decision-making across your entire organization.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Calabrio

FEBRUARY 25, 2025

Emphasis on agent empowerment: Features like mobile self-scheduling, automated quality management, and intuitive AI-powered BI tools empower agents, boosting engagement and job satisfaction.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

pindrop

FEBRUARY 12, 2020

Does Your CRM Need TLC? CRM tools are the crown jewel of customer interaction. Check for Agent Empowerment . Companies that set the bar for customers experience often are the ones that empower their agents to solve problems and go “above and beyond” for their customers.

Contact Center 52

Contact Center Customer Experience Agent Empowerment Call flow 52

Global Response

MARCH 26, 2024

Here are five key technologies that help achieve higher FCR rates: Customer relationship management (CRM) system : A comprehensive CRM system provides agents immediate access to customer histories, including previous interactions, purchases, and feedback. If the customer responds, record his answer in your CRM.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

CSM Magazine

OCTOBER 4, 2022

Real-Time Agent Assist can also recognize when it’s appropriate to deliver in-call reminders to the agent, such as when they may be going off-script or out of compliance, when they should show more empathy for the customer, or when to offer a discount to an unhappy customer. Automated Call Summaries .

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

CSM Magazine

JULY 14, 2022

Contact centre, UC and CRM vendors are rushing to develop or acquire workforce engagement solutions consisting of quality and workforce management, AI analytics and performance monitoring tools – albeit to a greater or lesser degree of success. Just be sure to check the label: is it true or fake cloud?

Management 59

Management Agent Empowerment Analytics Cloud contact 59

bold360 Blog

AUGUST 31, 2020

Chatbot technology offers personalization by using data about customers (accessing your CRM, for example) and their customer journey to identify needs, then respond with relevant content. Agent empowerment: Agents want to do meaningful work, and fielding a high volume of routine, repetitive calls can become monotonous.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

Balto

AUGUST 23, 2024

Seamless integration: Zoho Desk integrates nicely with other Zoho products like Zoho CRM, ensuring that your operations and data remain connected Mobile app support: Zoho’s mobile app enables your agents to work anywhere they want, providing flexibility. The best thing about LiveAgent is that it seamlessly scales with your business.

Call Center 52

Call Center Coaching Surveys Contact Center 52

JustCall

MARCH 9, 2023

Aircall Aircall Aircall is most suitable for businesses that are looking to establish a seamless connection between their CRM and helpdesk. Their solutions are a one-stop-shop and may put your incumbent CRM out of use. Can I integrate CRM with call center software?

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Calltools

APRIL 3, 2024

Remote work should help lower your turnover rate, improve engagement, and give you a more dynamic workforce that lets you pull in remote agents during busy hours. Agent Empowerment Empowering agents often means listening to them and taking their concerns seriously.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

VirtualPBX

FEBRUARY 4, 2025

CRM Integration: Connect call disposition data with your CRM system to track the sales pipeline and monitor conversion rates. Agent Empowerment: Train technical support teams on precise coding to ensure accurate documentation of complex issues.

Healthcare 40

Healthcare Agent Empowerment Technical Support CRM 40

Talkdesk

MARCH 2, 2018

Quickly, yet meaningfully connecting with a customer is difficult enough for agents who have the information they need. Agent empowerment is the key to performance. Great training is the key to agent empowerment. Unfortunately, some organizations struggle to deliver the training agents require.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

Balto

JANUARY 18, 2025

From call center software to customer relationship management (CRM) systems, technology helps to streamline processes, improve efficiency, and enhance customer experience. This can help to reduce the workload of agents, improve response times, and provide valuable insights into customer behavior.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

From call center software to customer relationship management (CRM) systems, technology helps to streamline processes, improve efficiency, and enhance customer experience. This can help to reduce the workload of agents, improve response times, and provide valuable insights into customer behavior.

Best practices 52

Best practices Call Center Metrics Management 52

teleopti

SEPTEMBER 18, 2019

Create digital pathways that ease employee and customer effort – WFM connects with customer relationship management (CRM) systems and data sources such as Chat, email and voice to allow customer service teams to deliver meaningful, personalized customer conversations.

Management 57

Management Customer advocacy Employee engagement Contact Center 57

DMG Consulting

SEPTEMBER 16, 2017

As a result, they are excellent at up-selling and cross-selling, particularly when this task is facilitated by a good customer relationship management (CRM) sales system. Agents do not want to be held accountable for sales goals because it detracts from their primary goal of delivering great service.

Sales 48

Sales Customer Service Contact Center CRM 48

Balto

JANUARY 3, 2025

Integration Capabilities: Ensure the software seamlessly connects with your CRM, workforce management systems, and customer feedback platforms for a comprehensive view of performance. 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

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. Voice-Enabled Self-Service Will Give Valuable Time Back To Agents.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

Calabrio

MARCH 10, 2025

This category encompasses the tools that enable agents to connect with customers across an ever-expanding array of channels. From voice calls to modern digital channels, these tools ensure that agents have the resources they need to engage with customers effectively. Top Providers: Talkdesk, Five9, Amazon Connect 2.

Call Center 52

Call Center Agent Empowerment Interactive Voice Response Self service 52