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.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

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

SharpenCX

JUNE 30, 2021

Create an internal knowledge base so agents can find answers independently. Curating an internal knowledge base is one of the simplest ways to coach your agents without taking up much of your time. There’s an upfront time investment, but then your agents can fly solo more often. [Read More] .

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

bold360 Blog

AUGUST 31, 2020

Dynamic search bars: Dynamic search bars are connected to your organization’s entire knowledge base, enabling your customers to ask questions and get precise, timely answers. For a consistent CX, add dynamic search bars to wherever your customers typically access your knowledge base, such as your website or mobile app.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

Global Response

MARCH 26, 2024

It even improves agent morale by enabling them to solve problems more effectively. This information allows agents to personalize their service and resolve issues more efficiently. Focus on integration, automation, agent empowerment, and continuous training. Leverage customer feedback and data analytics.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

JustCall

APRIL 9, 2024

If agents are not available during a particular season and call volume peaks, it would result in missed calls and extended wait times. Productivity concerns: An unexpected increase in call volumes can lead to decreased agent morale, demotivation, and burnout. So, what can you do during these phases? >

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40