SharpenCX

MAY 6, 2021

Transferring a customer to another department, agent, or supervisor is one of the top issues plaguing your customers’ satisfaction. Customers cited a lack of agent empowerment as one of their main sources of customer rage in 2020. Do my agents have access to the customer history and data they need to solve problems?

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

CSM Magazine

NOVEMBER 3, 2023

This is hugely significant because it means that your customers won’t just get faster responses. They’ll get better ones, every time.

Customer Service 52

Customer Service Agent Empowerment Average Handle Time Healthcare 52

VirtualPBX

FEBRUARY 4, 2025

Agent Empowerment: Train technical support teams on precise coding to ensure accurate documentation of complex issues. Integrated Ticketing: Integrate disposition codes with your ticketing system to correlate call outcomes with resolution times and trends.

Healthcare 40

Healthcare Agent Empowerment Technical Support CRM 40

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. We’re here to help.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

Balto

AUGUST 23, 2024

Convin is an AI contact center software that utilizes Conversational Intelligence (CI) to capture customer sentiment and improve agent and customer experience.

Call Center 52

Call Center Coaching Surveys Contact Center 52

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. We’re here to help.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

JustCall

MARCH 9, 2023

Five9 Five9 Five9 is an excellent omnichannel contact center software t o consider if you are looking to enhance customer experience. Salesforce Service Cloud Salesforce Service Cloud Salesforce is perhaps the most popular name known to the customer-focus industry.

Contact center software 52

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

NICE inContact

FEBRUARY 16, 2016

Transmitting a file meant waiting on a fax to slowly transcribe an original paper document on the sender’s side to a flimsy, waxy roll of paper on the receiver’s end. A few short decades ago handling the daily communications and operations of the workplace was completely different.

Transportation 48

Transportation At home agents Technology Feedback 48

Balto

JANUARY 17, 2025

Focusing on these areas will help you enhance the effectiveness of your agents and, consequently, the quality of your customer service. Revolutionize Work Schedules With Shift Bidding and Agent Empowerment Shift bidding, when done right, can be a game-changer for optimizing your contact center operations.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

DMG Consulting

SEPTEMBER 16, 2017

View this document on the publisher’s website. I would like to receive the monthly DMG Newsletter. Email This field is for validation purposes and should be left unchanged. Should Customer Service be a Sales Channel? By Donna Fluss.

Sales 48

Sales Customer Service Contact Center CRM 48

NobelBiz

MARCH 5, 2024

These reports are the snapshots, the tangible records that document everything from call volumes and service levels to agent productivity and customer satisfaction scores.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59