CCNG

JANUARY 18, 2023

One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. Agents who feel empowered are comfortable making decisions on their own, which gives them a keen sense of ownership with every customer interaction. The concept is simple.

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SharpenCX

JULY 14, 2020

And the average call center agent lifespan is just three years. . Turnover is expensive and takes a toll on morale. How frustrating to pour time and energy into your agents and be unable to retain them because of the toll of stress. Learn the 9 positive business impacts of a better agent experience. . Find the Stories.

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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.” Empire Today’s approach is a perfect example. “[Our] If automation feels like it’s at odds with agent performance, it’s because you’re going about it the wrong way.”

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TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Virtual Employee Assistants (VEA) – or digital buddies – have been tapped as an effective solution to help contact centers both support and motivate their agents.

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SharpenCX

APRIL 29, 2020

Let’s cover an example: Looking at past data, let’s say you IDed May as your busy season. We harbored some customer goodwill and boosted agent morale and inclusion in the process. Remember – agents are an integral part of your company, too. In May of 2019, you handled an average of 2000 interactions per day.

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CSM Magazine

AUGUST 5, 2021

Here are five tactics to tackle these new complexities from an agent perspective: 1. Replace whiteboards with dashboards – the opportunity to benchmark self-performance is a fundamental part of agent empowerment and it shouldn’t stop just because the majority of agents are working from home.

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bold360 Blog

AUGUST 31, 2020

Chatbot technology offers personalization by using data about customers (accessing your CRM, for example) and their customer journey to identify needs, then respond with relevant content. For example, online retailer Filters Fast saw a rapid upsurge in demand for its air and water filters as the COVID-19 pandemic evolved.

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