Balto

JANUARY 6, 2025

LiveAgent LiveAgent provides online Help Desk solutions tailored for small to midsize e-commerce businesses, offering live chat, ticket management, self-service portals, and change/license management. Real-time Chat Support: Enable real-time interactions between your agents and customers with live chat support.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Calabrio

FEBRUARY 25, 2025

Agent Coaching and Performance Management: Get automated insights into agent performance, identify training needs, and personalize coaching. Leverage AI to improve self-service and empower users without technical expertise. Open API and Integrations: Seamlessly integrate with other business systems and applications.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

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. As a result, digital self-service channels are a cornerstone of 2021 CX trends and a must-have element of CX right now. We can help.

Customer Experience 72

Customer Experience Agent Empowerment Self service Chatbots 72

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. Agent Experience. More Self-Service Options.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

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.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Tethr

APRIL 30, 2020

Companies have long been shifting more and more toward self service to keep up with the demands of the people. Today, 67 percent of customers prefer self-service over speaking to a company representative. Digital channels such as websites, chatbots and apps were designed to fulfill this vision of self service.

Agent Empowerment 66

Agent Empowerment Self service Feedback Surveys 66

Calabrio

MARCH 22, 2025

By focusing on agent empowerment, process optimization, and data-driven decision-making, businesses can create a contact center that not only meets but exceeds customer expectations, fostering long-term relationships and driving business success. The ability to deliver personalized and seamless customer experiences is paramount.

Best practices 52

Best practices Contact Center Management Call Center 52