NICE inContact

OCTOBER 3, 2017

Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Roughly half of customers indicate that their customer service interaction was centered on trying to resolve a problem or issue.

Agent Empowerment 48

Agent Empowerment Benchmark Contact Center Coaching 48

Edify

OCTOBER 13, 2020

“I’m so happy I was able to help you today, ma’am!” Well, actually, you didn’t.

Agent Empowerment 52

Agent Empowerment Scripts Customer Service contact center solutions 52

Eptica

JANUARY 31, 2022

Author: Pauline Ashenden - Demand Generation Manager Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience. Four key considerations for customer self-service success.

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Agent Empowerment Best practices Self service Marketing 111

Balto

JANUARY 11, 2023

It identifies what your top performers are doing and automatically recommends winning tactics to all of your agents… without you having to do a thing. For the first time in history, sales and customer service teams can effortlessly source and disseminate best practices from their top performers.

Agent Empowerment 52

Agent Empowerment Best practices Contact Center Enterprise 52

TechSee

JANUARY 8, 2019

Billing and payment issues represent a top driver of inquiries to customer service centers. Some issues repeat themselves over and over and are simpler to resolve, such as customer profile changes or subscription cancellations. Often, the greatest challenge is simply understanding the customer’s issue in the first place.

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Agent Empowerment Banking Sales Customer Service 167

NICE inContact

DECEMBER 12, 2016

While implementing a knowledge management solution is not easy, it can be the key to true agent empowerment. Today’s customers expect to have their problems solved quickly, efficiently and on their terms. For that reason, agent empowerment is more important than ever. Reflect and move the needle.

Contact Center 74

Contact Center Agent Empowerment Customer Service Finance 74

SharpenCX

JUNE 24, 2020

Let’s walk through five performance management techniques you can use to improve your agents’ experience at work, and your customers’ experience with your brand. Recognize how your agents’ empowerment & engagement impacts performance. Learn the 9 business impacts of a better agent experience.

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Management Customer Service Agent Empowerment Contact Center 128

Fonolo

JANUARY 14, 2021

Hire agents who demonstrate empathy. And for good reason — agents who demonstrate this quality are more successful in customer service roles and are great for fostering a positive and inclusive work environment. Create opportunities for agents to voice their suggestions and concerns. Offer support proactively.

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Contact Center Agent Empowerment Morale Coaching 150

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Many agents end up with multiple tabs open on their screens, flipping between them to complete the inquiry generation process. Customer service diminishes. Alex Tebbs.

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Contact Center Call Center Average Handle Time Real estate 334

VirtualPBX

FEBRUARY 5, 2025

Whether youre in healthcare, sales, customer service, debt collection, or technology support, Call Disposition Codes help you categorize and analyze interactions efficiently. A Call Disposition code is a short, standardized label that an agent applies to a call to indicate its outcome. What Are Call Disposition Codes?

Healthcare 45

Healthcare Agent Empowerment Technical Support CRM 45

Talkdesk

NOVEMBER 9, 2017

Gerald: I like to measure my agents on their performance by using scorecards. There are customer service and contact center metrics around productivity or qualities that we want. The post How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency appeared first on Talkdesk.

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Agent Empowerment Contact Center Metrics Best practices 40

Talkdesk

NOVEMBER 9, 2017

Gerald: I like to measure my agents on their performance by using scorecards. There are customer service and contact center metrics around productivity or qualities that we want. The post How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency appeared first on Talkdesk.

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Agent Empowerment Contact Center Metrics Best practices 40

VocalCom

MARCH 12, 2018

To keep agents organized and focused, managers may present them with a rigid protocol. However, good management is only part of ensuring agent success. Agent empowerment is equally essential, and that means giving agents a voice when establishing contact center practices. Give agents the best tools.

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Contact Center Agent Empowerment Interactive Voice Response Contact center software 91

Balto

OCTOBER 29, 2024

This blog captures the key takeaways from our recent webinar, “ The Future of Home Services: Merging Lead Intake Automation with Agent Empowerment.” That means personalization needs to kick in from the very first call, creating a sense of trust that can turn prospects into long-term customers.

Agent Empowerment 52

Agent Empowerment Call Center Morale Contact Center 52

Outsource Consultants

JANUARY 10, 2025

Contact center productivity is the backbone of exceptional customer service. These virtual assistants handle routine inquiries, freeing up human agents for more complex tasks. 34% of consumers find AI chatbots helpful in customer service, though 43% believe there is still room for improvement.

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Contact Center Agent Empowerment Interactive Voice Response outsourcing 67

Global Response

AUGUST 7, 2023

What does empowerment look like when it comes to their role? Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer service and customer satisfaction. We’ll show you how in this article. Implement your new culture from the top down.

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Call Center Agent Empowerment Average Handle Time Feedback 62

SharpenCX

JUNE 30, 2021

Microsoft says 90% of Americans use good customer service as a factor when deciding whether to do business with a company. Why would customers stay loyal to brands that are slow or can’t offer help? Why wouldn’t a customer find a company that makes buying and learning a product or service quick, easy, and accessible?

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Customer Service Coaching Contact Center Agent Empowerment 67

Kayako

SEPTEMBER 9, 2022

Before the COVID-19 lockdowns, many companies were moving toward automation and using technology to improve customer service functions. Innovating the customer service experience at a rapid pace continues, especially from the customers’ point of view. Are you ready to deliver Friction-Free Customer Service?

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Customer Service Journey mapping Agent Empowerment Customer retention 62

Balto

JANUARY 6, 2025

Some of its standout features include customizable tabs, service escalations, workflow rules, and customizable reports and happiness ratings. Key Highlights: Unified platform: Zoho Desk combines different customer service channels like email, phone, chat, and social media, in one place to streamline support operations.

Call Center 52

Call Center Coaching Surveys Contact Center 52

CSM Magazine

NOVEMBER 3, 2023

But I’m convinced: the golden window of opportunity for AI in operations is now, and nowhere is it bigger than in customer service. Especially business leaders who understand what AI means for their customers have the chance to leapfrog the competition. Early adopters have the power to set new standards for customer service.

Customer Service 52

Customer Service Agent Empowerment Average Handle Time Healthcare 52

Talkdesk

NOVEMBER 9, 2017

Gerald: I like to measure my agents on their performance by using scorecards. There are customer service and contact center metrics around productivity or qualities that we want. Happy teams empower people and those teams stay effective because there’s less attrition. I don’t put efficiency on there regarding handle time.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

SharpenCX

DECEMBER 30, 2019

You form new strategies or tailor your old ones to the new expectations of customers. But through it all, one question remains the same: Do you know how to keep customers happy? Turns out, much of that happiness comes from the service you deliver. And, another 76% think customers are smarter and more informed, too.

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Agent Empowerment Contact Center Contact center software Morale 94

Fonolo

MAY 30, 2023

Meeting service level agreements Customers value a fast response when they reach out for customer support. 90% of customers rate an “immediate” response as important when they have a customer service question. 60% of those customers define “immediate” as 10 minutes or less, according to HubSpot.

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contact center workforce Best practices Contact Center Management 106

Customer Service Life

DECEMBER 15, 2017

Like other KPIs, this is a metric that’s tracked and improved upon from the organizational level all the way down to each individual agent. The idea is that through consistent monitoring and coaching, agents will improve these scores and the quality of their customer service over time. Batting around an alternative.

Coaching 74

Coaching Agent Empowerment outsourcing Contact Center 74

Calabrio

MARCH 5, 2025

By collecting direct and indirect insights into customer behaviorwhether its related to customer service experiences in the contact center or pain points elsewhere in their journeybusinesses can uncover insights that help them better cater to customer needs and improve their overall experience.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Calabrio

FEBRUARY 25, 2025

The Benefits of a Customer Experience Platform Even though they might ultimately do so in various ways, CX management platforms can play a critical role for todays businesses, delivering an array of important benefits in customer service, marketing, sales, and beyond.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

TechSee

MARCH 7, 2019

Deploying the most effective and sustainable VEA would require the integration of multiple technologies, such as interaction guidance, decision support, robotic process automation, workflow optimization and agent career path development. Current approaches to agent empowerment. Team-based models.

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Gamification Contact Center Agent Empowerment Self service 104

Contact Center Pipeline

JUNE 8, 2017

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately. The publicity has been a bit unsettling, though, given the tendency to couple the acronym AI with the word “replace”—as in “AI Will Replace Half of All Jobs in the Next Decade” or “Could […].

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Agent Empowerment Contact Center Call Center Technology 265

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. Genesys Genesys is a prominent CCaaS provider with a strong presence in the world of customer service and experience management.

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Management contact center workforce Schedule adherence Contact Center 52

Toister Performance Solutions

APRIL 30, 2020

In fact, they're often required to waste more customer time, right at the start of the call by asking for a lot of nonsense before getting down to business. What is agent empowerment? An empowered agent is given more than just authority. They are enabled to provide exceptional customer service.

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Average Handle Time Interactive Voice Response Agent Empowerment Contact Center 80

Calabrio

OCTOBER 15, 2019

Idaho Central continuously improves frontline engagement and performance and encourages agent empowerment—all backed by Calabrio’s integrated workforce management (WFM) platform. THE ONE AWARDS WINNERS. The Leader – Idaho Central Credit Union. Runner Up – Bluegrass Cellular.

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Agent Empowerment Technical Support Gamification Analytics 16

Aspect

NOVEMBER 22, 2017

The holiday season is all about giving and on this Thanksgiving Eve there’s no better time to show your customer service and contact center agents how grateful you are for them. The post How to Show your Customer Service Agents You’re Thankful for Them appeared first on Aspect Blogs.

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Customer Service Contact Center Chatbots Surveys 59

CSM Magazine

JULY 28, 2021

Taking place August 11 th tune in to discover how your organization can redefine customer support and overcome the challenges of today: Short-term Focus – Identify the challenges that customer support faces today and discover how can we refine our support strategies & processes to exceed customer expectations and improve satisfaction.

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Customer Support Agent Empowerment Chatbots Consulting 59

Tethr

DECEMBER 23, 2020

Today, we’ll discuss some of the 2021 CX trends we believe will come to shape the landscape of customer service interactions in the coming year. #1. Self-Service Digital Channels. Growth of Agent Empowerment .

Customer Experience 72

Customer Experience Agent Empowerment Self service Chatbots 72

Vistio

APRIL 22, 2024

From automating routine tasks to providing personalized recommendations, AI promises to revolutionize how businesses interact with their customers. With advancements in natural language processing (NLP), machine learning (ML), and automation technologies, the potential for AI-driven customer service solutions seems limitless.

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Contact Center Agent Empowerment Best practices Chatbots 52

Knowmax

OCTOBER 10, 2023

Check Out The Tips, Scripts, and Phrases For Best Customer Service Conversations With Examples Inside And Learn The Top 5 Things To Avoid.

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Scripts Customer Service Agent Empowerment Customer Experience 52

Tethr

OCTOBER 23, 2018

The first and most powerful marker of a listening enterprise is how a company treats its frontline employees—and namely, the level of empowerment they give to the frontline. Of course, like “ customer-centricity ,” the idea of “frontline empowerment” has become an over-used and fairly meaningless concept in the CX and customer service world.

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Agent Empowerment Scripts Customer centricity Enterprise 48