Balto

JANUARY 6, 2025

Dynamic Prompts: Assist your agents during make-or-break moments with timely responses and questions to improve their performance and improve customer satisfaction. Get a free demo now and explore it in action! Seamlessly integrate Balto into your systems and maintain a cohesive tool arsenal that propels your call center forward.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Tethr

AUGUST 14, 2020

Are they tied down with strict phone or email scripts, rather than encouraged to have natural and human conversations? The first and most powerful marker of a listening enterprise is how a company treats its frontline employees—and the level of empowerment they give to the frontline. Without it, customer experience is destined to fail.

Scripts 105

Scripts Best practices Call Center Enterprise 105

Calabrio

MARCH 5, 2025

Improved performance management and agent empowerment. Artificial intelligence can score conversations instantly, and analytics detects issues such as low rates of first-call resolution (FCR) or script adherence. Leading contact center quality management solutions provide comprehensive evaluations of 100% of interactions.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Balto

DECEMBER 16, 2022

Agent Empowerment. Agent empowerment is one of the top trends in the contact center space for 2023. Empowering your agents means equipping your teams with the tools, trust, information, and freedom they need to make decisions when customers need it the most. Involve them in the script-writing process.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

Calabrio

FEBRUARY 25, 2025

Here are some of the things theyve had to say: The support staff has been less than stellar The training provided to support the back end such as script building and maintenance wasn’t sufficient. NICE customers have regularly reported issues with support, during the implementation process and beyond.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Balto

JANUARY 18, 2025

Ensuring compliance with scripts and regulatory guidelines. Workforce Managers The Unsung Heroes Scheduling might not seem glamorous, but a well-managed schedule is the difference between overworked agents and a balanced, efficient team. Flip the script. Theyre the safeguard between good enough and exceptional.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Ensuring compliance with scripts and regulatory guidelines. Workforce Managers The Unsung Heroes Scheduling might not seem glamorous, but a well-managed schedule is the difference between overworked agents and a balanced, efficient team. Flip the script. Theyre the safeguard between good enough and exceptional.

Best practices 52

Best practices Call Center Metrics Management 52