Agent Empowerment and Events - Customer Contact Central

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

AUGUST 1, 2017

Agent Desktops : Having a user-friendly desktop for agents so that they can efficiently have everything they need in one area is a great way to have a healthy AHT, and most importantly they can assist the customers efficiently and effectively. In return, the customer experience will improve and the agent frustration will be reduced.

Contact Center

Contact Center Call Center Average Handle Time Real estate

Free Webinar: Redefining Customer Support Experiences

CSM Magazine

JULY 28, 2021

Reuters Events are excited to announce their next free service & experience webinar: ‘Redefining Customer Support Experiences’ featuring senior leaders from LinkedIn, GoDaddy & Intercom! Click here to register now to join live or pre-order the recording!

Customer Support

Customer Support Agent Empowerment Chatbots Consulting

Top 5 NICE Workforce Management Competitors and Alternatives

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

Management contact center workforce Schedule adherence Contact Center

Celebrating the Successes and Achievements of Calabrio Customers

Calabrio

OCTOBER 15, 2019

This event is the perfect opportunity to let our customers shine by turning the spotlight on the successes they have achieved using Calabrio. Idaho Central continuously improves frontline engagement and performance and encourages agent empowerment—all backed by Calabrio’s integrated workforce management (WFM) platform.

Agent Empowerment

Agent Empowerment Technical Support Gamification Analytics

Meet Customer Needs Without Overwhelming Your Agents: 6 Workforce Management Strategies to Engage your Team and Still Surpass High Customer Expectations

SharpenCX

APRIL 29, 2020

Instead, you can plan for quick 5-minute coaching sessions where agents can zip through a coaching module that’s waiting in their queue between interactions. Plan for all-company events and downtime. We’d always have a handful of agents and supervisors present who could go back and report important messages to the team.

Coaching

Coaching Management Contact Center Morale

How the pandemic economy will impact service and CX

Tethr

APRIL 30, 2020

Due to recent events, teams have been forced to quickly shift most or all of support to asynchronous channels, managed by actual agents. Others rely on ways to improve connectivity and focus on agent empowerment. Today, 67 percent of customers prefer self-service over speaking to a company representative.

Agent Empowerment

Agent Empowerment Self service Feedback Surveys

7 Tips to Handle Seasonal and Unexpected Call Volume Spikes

JustCall

APRIL 9, 2024

External events: Events such as product launches, service outages, or industry developments may trigger a surge in calls. These help direct simple queries to self-service channels , reducing the workload on live agents during peak volume periods. So, what can you do during these phases? >

Agent Empowerment

Agent Empowerment Self service Interactive Voice Response Call Center

3 Projects to Help You Deliver Good Customer Service Daily (+ Resources)

SharpenCX

JUNE 30, 2021

Project 3: Support Your Agents Professionally and Personally. Consider your third major project a catch-all project to boost agent empowerment and engagement in your contact center. Start off with a strong first impression and set your agents up for success with a strong training and onboarding program. Read More ].

Customer Service

Customer Service Coaching Contact Center Agent Empowerment

3 Keys to Building Customer Engagement – Connect, Automate, Iterate

NICE inContact

AUGUST 25, 2016

Historically, contact center technologies were intended to empower agents, but required managing multiple applications and time-consuming training to master the endless system and customer nuances.

Brand ambassadors

Brand ambassadors Agent Empowerment Contact Center Enterprise

AI-Enabled WFM Promotes Efficiency and Flexibility

DMG Consulting

APRIL 8, 2024

Deep neural networks are used in employee self-service modules to generate simulations that automate processes for time-off requests, event scheduling, shift swaps, and more. This emerging WFM module is a critical piece in enabling the scheduling flexibility and self-service capabilities necessary to attract and retain agents.

Self service

Self service Agent Empowerment Contact Center Gamification

Workforce Management for the 21st Century: Helping Deliver a Great CX

DMG Consulting

SEPTEMBER 7, 2023

AI technologies are being used to smooth WFM’s primary input data, reducing the need for administrators to manually clean it up and eliminate one-time unexpected events or exceptions that could improperly skew future forecasts. Most of this is about agent empowerment and engagement.

Management

Management Real estate Agent Empowerment Self service

Contact Center Workforce Management: 2025 Guide

Balto

JANUARY 17, 2025

External factors like seasonal events, product launches, or even unexpected disruptions like weather or equipment failures can throw off your projections. Focusing on these areas will help you enhance the effectiveness of your agents and, consequently, the quality of your customer service. But historical data alone isnt always enough.

contact center workforce

contact center workforce Contact Center Management call center workforce

Welcome to the new world of self-scheduling for frontline employees

teleopti

OCTOBER 3, 2019

So, while the concept of self-service for shift preferences, trades, overtime or time-off is nothing new, these latest innovations mark the first time that employees have the power to really manage their own schedules as unexpected life events happen on the day or as appointments pop up in the week ahead.

Self service

Self service Contact Center Gamification Service level

Mastering Call Center Productivity: A Complete 2025 Guide

Balto

JANUARY 2, 2025

A call center’s productivity becomes a transformative force when it aligns with customer expectations, agent empowerment, and operational excellence. Ineffective Training Programs Heres the truth: even your best agents cant succeed without the right training. What to Do Instead: Training shouldnt stop after week one.

Call Center

Call Center Abandon rate Interactive Voice Response First call resolution

Customer Contact Central

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Free Webinar: Redefining Customer Support Experiences

Trending Sources

Top 5 NICE Workforce Management Competitors and Alternatives

Celebrating the Successes and Achievements of Calabrio Customers

Meet Customer Needs Without Overwhelming Your Agents: 6 Workforce Management Strategies to Engage your Team and Still Surpass High Customer Expectations

How the pandemic economy will impact service and CX

7 Tips to Handle Seasonal and Unexpected Call Volume Spikes

3 Projects to Help You Deliver Good Customer Service Daily (+ Resources)

3 Keys to Building Customer Engagement – Connect, Automate, Iterate

AI-Enabled WFM Promotes Efficiency and Flexibility

Workforce Management for the 21st Century: Helping Deliver a Great CX

Contact Center Workforce Management: 2025 Guide

Welcome to the new world of self-scheduling for frontline employees

Mastering Call Center Productivity: A Complete 2025 Guide

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