Tethr

OCTOBER 23, 2018

In the first post in this series , I argued that the explanation for why one company’s customer centricity efforts succeed while others fail is ultimately a function of whether the company itself is more focused on “telling” or more focused on “listening.”. Listening organizations don’t ask for these sorts of things.

Agent Empowerment 48

Agent Empowerment Scripts Customer centricity Enterprise 48

NICE inContact

AUGUST 25, 2016

Historically, contact center technologies were intended to empower agents, but required managing multiple applications and time-consuming training to master the endless system and customer nuances. The days of technology-driven process design are over.

Brand ambassadors 48

Brand ambassadors Agent Empowerment Contact Center Enterprise 48

NICE inContact

DECEMBER 21, 2015

For the executives, listening to calls and understanding the opportunities and obstacles of the agent provides better insight into performance and the customer experience. Include your agents. Agent empowerment is the new norm within many contact centers.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

Talkdesk

MARCH 2, 2018

By succumbing to some common challenges, today’s organizations turn the already difficult task of agent performance into an utterly impossible one. They may appreciate the qualitative idea of customer centricity, but they require a quantitative structure to guide their behavior. Agent empowerment is the key to performance.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

Comm100

DECEMBER 1, 2017

Fulfilled agents also have a lower turnover rate (a common industry problem that saps companies’ precious time, resources, and affects customer care). As the report puts it: “Agents, quite simply, are the gateway to a productive, customer-centric experience.” But what else?

Contact Center 48

Contact Center Customer centricity Journey mapping Benchmark 48

Balto

AUGUST 23, 2024

Qualtrics Qualtrics CustomerXM enables businesses to foster customer-centricity by leveraging customer feedback analytics for actionable insights. This scalable platform empowers your customer-focused initiatives and supports decision-making with advanced data collection and management capabilities.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Balto

JANUARY 18, 2025

A low NPS can highlight gaps in managing remote call center agents, inconsistent service, or inadequate problem resolution. Boosting NPS Effectively: Customer-Centric Approach: Focus on delivering personalized, empathetic service at every touchpoint. How can a small call center improve its operations?

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

A low NPS can highlight gaps in managing remote call center agents, inconsistent service, or inadequate problem resolution. Boosting NPS Effectively: Customer-Centric Approach: Focus on delivering personalized, empathetic service at every touchpoint. How can a small call center improve its operations?

Best practices 52

Best practices Call Center Metrics Management 52