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.
NICE inContact
OCTOBER 3, 2017
Of course, organizations can’t always control through which channel a customer initially makes contact, but with good training, processes, and an omnichannel platform, your agent can easily escalate the issue to a phone call based on issue complexity before the customer becomes more frustrated or angry.
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NICE inContact
OCTOBER 3, 2017
Of course, organizations can’t always control through which channel a customer initially makes contact, but with good training, processes, and an omnichannel platform, your agent can easily escalate the issue to a phone call based on issue complexity before the customer becomes more frustrated or angry.
Fonolo
JANUARY 14, 2021
Create opportunities for agents to voice their suggestions and concerns. One great way to do this is to form committees and groups within your organization. But remember: agent empowerment only works if leadership listens and follows through on their feedback. The last thing you should do is dismiss their opinions! .
Taylor Reach Group
APRIL 27, 2020
Similarly, not empowering agents with the authority to resolve issues also creates friction and unpleasant outcomes for the agent and customer alike. Incredibly, many organizations limit agent empowerment in the mistaken belief that the agents cannot be trusted with making such decisions.
Fonolo
JANUARY 26, 2023
Agent Empowerment The evolving role of the agent in the contact center was one key trend many of our influencers are watching. Fear not – according to our influencers, AI will soon take the role of helpful assistant, performing repetitive and monotonous tasks, and leaving agents free to handle more complex queries.
Callminer
AUGUST 1, 2017
Reduced Queue wait time : This can be done by having a strong dialer that can reroute calls to different agent groups. Example: Campaign A has a high call volume but campaign B has less calls and the agents that are assigned campaign B are not busy. Rerouting the calls to the Campaign B agent group improves efficiency.
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