NICE inContact

DECEMBER 12, 2016

We all want our agents to provide “great” service. 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.

Contact Center 74

Contact Center Agent Empowerment Customer Service Finance 74

SharpenCX

DECEMBER 30, 2019

87% of employees who are happy with their jobs are willing to work extremely hard for their company’s customers. When your agents work hard for your customers, they reduce customer effort and build positive customer relationships. Ready to improve your customer (and agent) retention rates?

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

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. Preventing Agent Burnout. Motivate Agents To Higher Performance.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Comm100

DECEMBER 1, 2017

CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. The scores are as follows: Reducing customer effort for transactional/informational issues (4.22/5). Gaining customer insights from digital touchpoints (3.94/5).

Contact Center 57

Contact Center Customer centricity Journey mapping Benchmark 57