NICE inContact

OCTOBER 3, 2017

While self-service, chat and email may work well for resolving simple issues, more complicated issues may be best addressed via voice channel. Agent empowerment is part of the process. Thus, it’s critical that those problems be communicated back to the appropriate functional groups.

Agent Empowerment 60

Agent Empowerment Benchmark Contact Center Coaching 60

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. Frictionless Self-Service Customers appreciate white glove service, but there is a growing number that are looking for good self-service options too.

Contact Center 126

Contact Center Agent Empowerment Self service Employee engagement 126

NICE inContact

OCTOBER 3, 2017

While self-service, chat and email may work well for resolving simple issues, more complicated issues may be best addressed via voice channel. Agent empowerment is part of the process. Thus, it’s critical that those problems be communicated back to the appropriate functional groups.

Agent Empowerment 48

Agent Empowerment Benchmark Contact Center Coaching 48

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.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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

Toister Performance Solutions

APRIL 30, 2020

The issue starts in other channels like self-service, social media, or chat which are frequently not optimized. So your IVR is adding talk time, but your agents aren’t empowered to skip the script and give some of that time back. What is agent empowerment? An empowered agent is given more than just authority.

Average Handle Time 80

Average Handle Time Interactive Voice Response Agent Empowerment Contact Center 80

Calabrio

OCTOBER 15, 2019

Idaho Central continuously improves frontline engagement and performance and encourages agent empowerment—all backed by Calabrio’s integrated workforce management (WFM) platform. THE ONE AWARDS WINNERS. The Leader – Idaho Central Credit Union. As a result, customers report being happier overall. The Optimizer – Alliant Energy.

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16