Fonolo

JANUARY 14, 2021

By creating an environment where your agents feel appreciated, valued, and accepted, you set your team up for success even before they hit the phone lines. 3 Reasons Why Agent Satisfaction is the New Customer Satisfaction. Hire agents who demonstrate empathy. So be prepared to listen and take action! Offer support proactively.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

Calabrio

APRIL 23, 2025

Poor agent engagement and high attrition risk: Overburdening employees drives up disengagement. The number of highly engaged agents at leading contact centers is just 30% , on average, which helps fuel the industrys consistently high turnover rates. Activity Request Taking Agent Empowerment to the next level What is it?

Contact Center 52

Contact Center contact center workforce Agent Empowerment Abandon rate 52

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.” The best companies will use AI to guide agents,” says Rob Westervelt, “so they can focus on what they do best—empathizing with customers and delivering personalized service.”

Agent Empowerment 52

Agent Empowerment Call Center Morale Contact Center 52

Outsource Consultants

JANUARY 10, 2025

As you harness these powerful technologies, the next step is to equip your agents with the right tools and training to maximize these technological advancements. How to Empower Your Contact Center Agents Implement a Robust Knowledge Management System A comprehensive knowledge management system serves as the foundation for agent empowerment.

Contact Center 67

Contact Center Agent Empowerment Interactive Voice Response outsourcing 67

Talkdesk

NOVEMBER 9, 2017

Click the image below to learn more best practices for the contact center industry. The post How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency appeared first on Talkdesk. Hopefully you can take the lessons from our experts back to your team and start improving your contact center today.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Talkdesk

NOVEMBER 9, 2017

Click the image below to learn more best practices for the contact center industry. The post How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency appeared first on Talkdesk. Hopefully you can take the lessons from our experts back to your team and start improving your contact center today.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

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. Strong industry expertise: Verint has deep expertise in the contact center industry.

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Management contact center workforce Schedule adherence Contact Center 52

Balto

JANUARY 6, 2025

Verify Compliance and Security Ensure that the QA software complies with relevant industry regulations (e.g., Being able to tailor evaluation forms, scoring criteria, and reporting dashboards according to your organization’s unique requirements is crucial for maximizing effectiveness and ensuring high-quality customer service.

Call Center 52

Call Center Coaching Surveys Contact Center 52

VirtualPBX

FEBRUARY 4, 2025

Healthcare Member Services and Support Services Team Optimizing call disposition codes in healthcare ensures efficient patient management and compliance with industry regulations. Agent Empowerment: Train technical support teams on precise coding to ensure accurate documentation of complex issues.

Healthcare 40

Healthcare Agent Empowerment Technical Support CRM 40

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.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

WiserOwl Blog

DECEMBER 9, 2022

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.

Agent Empowerment 52

Agent Empowerment Contact Center 52

NICE inContact

FEBRUARY 23, 2016

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions.

Agent Empowerment 50

Agent Empowerment Multi-channel support Contact Center Cloud contact 50

Talkdesk

NOVEMBER 9, 2017

Click the image below to learn more best practices for the contact center industry. Hopefully you can take the lessons from our experts back to your team and start improving your contact center today.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Balto

SEPTEMBER 21, 2022

Reaffirms commitment to agent empowerment for retention and growth in the contact center. These incremental capabilities will help contact centers achieve high levels of customer growth, improve customer satisfaction, and reduce average handle times, while retaining agents who will be more satisfied with their jobs.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

SharpenCX

DECEMBER 30, 2019

Because it determines your agents’ empowerment, productivity, and happiness at work. What does my relationship with my direct reports have to do with my customers’ happiness? Truth be told, how you manage and coach your team has a massive impact on customer happiness.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

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. Current approaches to agent empowerment. These tools all currently exist but cannot be found as a single off-the-shelf product.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Tethr

DECEMBER 23, 2020

Not an individual, operation, or industry has gone unscathed during this time of accelerated innovation. Growth of Agent Empowerment . 2020 was a rough year—and that’s putting it mildly. They may turn to unsanctioned channels for help—like that YouTuber—or to social media to complain about your brand.

Customer Experience 72

Customer Experience Agent Empowerment Self service Chatbots 72

DMG Consulting

MARCH 27, 2024

Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps. To order your copy of the Report, visit dmgconsult.com.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

NobelBiz

FEBRUARY 9, 2023

Going into 2021, we can foresee a few things that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment. Read our article to find Steve’s 2021 predictions of emerging new trends in the Call Center industry for 2021 or listen to our discussion here!

Call Center 52

Call Center Gamification Agent Empowerment Contact Center 52

Tethr

APRIL 30, 2020

Which industries will have the toughest time recuperating? Others rely on ways to improve connectivity and focus on agent empowerment. While everyone wonders when this crisis will end, we also wonder what the aftermath will be like for the business world. Generic feedback requests will finally be scrapped.

Agent Empowerment 66

Agent Empowerment Self service Feedback Surveys 66

Calabrio

MARCH 22, 2025

By focusing on agent empowerment, process optimization, and data-driven decision-making, businesses can create a contact center that not only meets but exceeds customer expectations, fostering long-term relationships and driving business success. The ability to deliver personalized and seamless customer experiences is paramount.

Best practices 52

Best practices Contact Center Management Call Center 52

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Preventing Agent Burnout. Motivate Agents To Higher Performance.

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Agent burnout Contact Center Gamification Agent Empowerment 68

Uniphore

JANUARY 14, 2022

Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? First Name Last Name Email Address Company Name Phone Job Title By submitting your email, you agree that Uniphore may send you industry insights, service updates, and other marketing communications.

Customer Experience 52

Customer Experience Agent Empowerment Analytics Best practices 52

CSM Magazine

JUNE 22, 2023

Agent Empowerment and Scheduling: Grant is Calabrio ONE’s AI-enabled virtual assistant who has revolutionised scheduling for agents and managers alike. Grant liberates agents from mundane tasks empowering them to maximise their time.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Coaching 52

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. Are you going to be an Industry First Mover or a marginalized laggard?

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Brand ambassadors Agent Empowerment Contact Center Enterprise 48

Contact Center Pipeline

JULY 14, 2016

Online print and design company MOO launched in 2006 with a compelling vision: To disrupt the trillion-dollar global print industry by delivering cost-effective yet superior design and a world-class experience via the web. The company has much to celebrate, given its remarkable growth and achievements over the past decade.

Agent Empowerment 100

Agent Empowerment Self service Call Center Contact Center 100

CSM Magazine

OCTOBER 4, 2022

Automated Call Summaries and Real-Time Agent Assist automate post-call work and help contact center agents respond with empathy and speed. This allows contact center teams to improve every customer interaction while increasing agent empowerment and reducing employee attrition. Automated Call Summaries .

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

Calltools

APRIL 3, 2024

Remote work should help lower your turnover rate, improve engagement, and give you a more dynamic workforce that lets you pull in remote agents during busy hours. Agent Empowerment Empowering agents often means listening to them and taking their concerns seriously. Compliance standards can differ by industry, though.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Altivon

JANUARY 16, 2018

Are changes in private industry really relevant to the public sector? The Relevance of Private Industry Initiatives. Agent Empowerment. Contact centers used to be in the basement both literally and figuratively, and agent turnover was extraordinarily high. Why should city, state and local governments care?

Agent Empowerment 45

Agent Empowerment Chief Customer Officer Self service Government 45

Talkdesk

NOVEMBER 29, 2017

His ideas revolutionize the industry and improve customer satisfaction, agent productivity and more. Video #5: How Hotel Tonight, Caviar, and Evernote Build a Culture of Agent Empowerment. Despite significant advancements in technology, the phone support experience has remained unchanged for 30 years.

Contact Center 40

Contact Center Agent Empowerment Cloud contact Sales 40

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 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

CSM Magazine

NOVEMBER 3, 2023

I’m convinced: these things will eventually become table stakes across industries and departments – it’s only a matter of time. 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

bold360 Blog

AUGUST 31, 2020

According to Salesforce Research, 84% of teams that leverage CSS tools have seen improved prioritization of agents’ work, meaning highly complex service issues get resolved better and faster by humans. Agent empowerment: Agents want to do meaningful work, and fielding a high volume of routine, repetitive calls can become monotonous.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

teleopti

JUNE 5, 2019

Calabrio, the customer experience intelligence company headquartered in Minneapolis, Minnesota, USA, has long been a disruptive leader in the WFO industry. It is bringing these elements together with cutting-edge workforce management that finds the real sweet spot for customer experience.

Contact Center 90

Contact Center Chatbots Self service Customer Experience 90

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

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

Balto

AUGUST 23, 2024

Verify Compliance and Security Ensure that the QA software complies with relevant industry regulations (e.g., Being able to tailor evaluation forms, scoring criteria, and reporting dashboards according to your organization’s unique requirements is crucial for maximizing effectiveness and ensuring high-quality customer service.

Call Center 52

Call Center Coaching Surveys Contact Center 52

NobelBiz

MARCH 5, 2024

Agent Empowerment and Efficiency : Our solutions provide detailed performance analytics, facilitating targeted training and development programs that empower agents and enhance productivity. Strategy : Utilize industry reports and benchmarking studies to gauge your performance against peers.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59