Calabrio

OCTOBER 15, 2019

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers.

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

Calabrio

MARCH 22, 2025

Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry. Managing Customers: While much of call center management deals directly with the organizations operations, these activities ultimately tie back to one thing: the customer experience, or CX.

Best practices 52

Best practices Contact Center Management Call Center 52

TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. Today’s limited Virtual Employee Assistants. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Playvox

FEBRUARY 2, 2022

It also becomes harder to meet service levels and customer experience goals measured by metrics such as first contact resolution, customer satisfaction, and customer effort score. Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

SharpenCX

OCTOBER 8, 2019

Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

NobelBiz

FEBRUARY 9, 2023

Contact Centers had to adopt the right tools and even shift their models completely in order to achieve business continuity and customer demands. Going into 2021, we can foresee a few things that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment.

Call Center 52

Call Center Gamification Agent Empowerment Contact Center 52

SharpenCX

OCTOBER 8, 2019

Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. Employee Engagement. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

teleopti

DECEMBER 2, 2019

Theirs is an incredible story that has seen their use and knowledge of WFM grow to add agility and visibility to operations and make their vision for customer experience (CX) and employee engagement a reality. . For example, the team at Fexco , Ireland’s most successful financial services and business solutions provider.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

DMG Consulting

SEPTEMBER 7, 2023

This doesn’t guarantee that they will be granted, but it empowers employees to be active participants in the scheduling process. The AI technologies in this process identify the best schedules for the department and the employees while always considering the need to deliver a great customer experience.

Management 48

Management Real estate Agent Empowerment Enterprise 48

JustCall

MARCH 9, 2023

Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers. Make use of unified customer views and data collations to achieve this.

Contact center software 52

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

teleopti

SEPTEMBER 18, 2019

How do they galvanize customer service teams to manage social media interactions positively and in real-time? In Teleopti’s experience, organizations should focus on three distinct but interconnected areas. Involve and empower – to drive positive customer experience (CX) and business success.

Management 57

Management Customer advocacy Employee engagement Contact Center 57

teleopti

OCTOBER 3, 2019

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, Magnus Geverts takes a closer look at what’s next for WFM. Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom. Learn more.

Self service 59

Self service Contact Center Gamification Service level 59