Callminer

AUGUST 1, 2017

Agent Desktops : Having a user-friendly desktop for agents so that they can efficiently have everything they need in one area is a great way to have a healthy AHT, and most importantly they can assist the customers efficiently and effectively. In return, the customer experience will improve and the agent frustration will be reduced.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Balto

JANUARY 6, 2025

Dynamic Prompts: Assist your agents during make-or-break moments with timely responses and questions to improve their performance and improve customer satisfaction. Knowledge base creation: Create FAQs and support resources to ease the load on your team and handle more customers.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Toister Performance Solutions

APRIL 30, 2020

Poor agent typing skills. Weak knowledge bases that cause agents to hunt for information. Lack of call control skills that would help agents effectively move the call. So your IVR is adding talk time, but your agents aren’t empowered to skip the script and give some of that time back.

Average Handle Time 80

Average Handle Time Interactive Voice Response Agent Empowerment Contact Center 80

Calabrio

FEBRUARY 25, 2025

Here are some of the things theyve had to say: The support staff has been less than stellar The training provided to support the back end such as script building and maintenance wasn’t sufficient. A built-in Knowledge Base and remote onboarding tend to support better experiences than other leading alternatives like NICE WFM and Verint.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Global Response

AUGUST 7, 2023

What does empowerment look like when it comes to their role? Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer service and customer satisfaction. So, how do you create empowered call center agents who can deliver great service day-in and day-out?

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

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

CSM Magazine

OCTOBER 4, 2022

Based on the analysis, Real-Time Agent Assist prompts the agent with brand-specific suggestions, personalized experiences and offers, relevant knowledge base articles, and related answers, helping the agent focus on listening to the customer and reducing the time it takes for an agent to resolve each customer’s issue.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52