VocalCom

MARCH 12, 2018

To keep agents organized and focused, managers may present them with a rigid protocol. However, good management is only part of ensuring agent success. Agent empowerment is equally essential, and that means giving agents a voice when establishing contact center practices. Listen to their experiences.

Contact Center 91

Contact Center Agent Empowerment Interactive Voice Response Contact center software 91

Outsource Consultants

JANUARY 10, 2025

These systems can include trend forecasting, real-time status monitoring, and post-call agent evaluations. Regular reviews and refinements ensure your processes meet evolving business needs and customer expectations. Create a supportive atmosphere that values agent contributions and promotes continuous improvement.

Contact Center 67

Contact Center Agent Empowerment Interactive Voice Response outsourcing 67

SharpenCX

JUNE 24, 2020

Let’s walk through five performance management techniques you can use to improve your agents’ experience at work, and your customers’ experience with your brand. Recognize how your agents’ empowerment & engagement impacts performance. Avoidance: Avoidant agents inhabit your actively disengaged troop of agents.

Management 128

Management Customer Service Agent Empowerment Contact Center 128

Fonolo

MAY 30, 2023

By scheduling call-backs for quieter times, you increase efficiency and decrease agent downtime. Meeting service level agreements Customers value a fast response when they reach out for customer support. Meeting service level agreements Customers value a fast response when they reach out for customer support.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

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

Talkdesk

NOVEMBER 9, 2017

This agent grew from someone who created spreadsheets to a lead who taught the whole team to use PowerBI. Now my weekly meeting includes a dynamic vreiews of these metrics. I didn’t give this agent the directive to do that, but by giving him the time and space to do it and asking hard questions, he got there himself.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Calabrio

OCTOBER 15, 2019

The ONE Awards celebrate customers finding innovative ways to meet growing customer and workforce demands, improve employee engagement and satisfaction, and ultimately enrich human interactions with their brand. Shopify gives leads the ability to manually adjust schedules to add things like 1:1s and team meetings.

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

TechSee

MARCH 7, 2019

Today’s contact center agents are no longer satisfied with spending their days placating frustrated customers while under tremendous pressure to meet operational KPIs. Current approaches to agent empowerment. Contact centers are ready for change. They now demand more satisfying and empowering work experiences.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Calabrio

MARCH 5, 2025

Improved performance management and agent empowerment. The top 4 customer experience analytics tools to level up CX Having CX analytics tools at your disposal can be a make-or-break differentiator for meeting high customer expectations. increase in annual top-line revenue.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

SharpenCX

DECEMBER 30, 2019

Because it determines your agents’ empowerment, productivity, and happiness at work. Customers want you to meet them where they are. Ready to improve your customer (and agent) retention rates? What does my relationship with my direct reports have to do with my customers’ happiness?

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

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. Scalability: Verint’s solutions are designed to scale to meet the needs of large organizations.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

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

NOVEMBER 3, 2020

Conversation after conversation reveals a consistent pain in the call center experience: agents don’t know what’s expected of them. Yet still, they get reprimanded and put on PIPs when they fail to meet business requirements. Read Next] How agent empowerment impacts customer service. Talk about demoralizing.

Call Center 67

Call Center Agent Empowerment Management Coaching 67

Vistio

NOVEMBER 7, 2022

Meeting in person, building community and networking with so many great colleagues was so inspiring. Let’s dive in to some of the ideas we share at the conference, namely our focus on Agent Satisfaction as our main metric. [ Talking with Jakob Mattice today about the amazing themes from the ICMI Contact Center Expo in Orlando.

Metrics 52

Metrics Agent Empowerment Automotive Contact Center 52

Calabrio

FEBRUARY 25, 2025

Pros and Key Differentiators Comprehensive Suite: Get a complete set of tools for managing contact center operations and optimizing both agent and customer experiences Deep Analytics: Leverage rich, automatically generated insights into agent performance, customer interactions, and overall customer service and sales effectiveness.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

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. WFM vendors are also looking for creative ways to motivate agents via gamification to self-schedule hard-to-fill shifts and hours.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

Uniphore

JANUARY 14, 2022

Organizations looking to differentiate must embrace modern technologies to meet increasing expectations for service excellence.? Customers are vouching for brands that empower their agents and treat employees better. Register Now. 2022 is the year where companies are innovating to thrive and succeed in the service-driven economy.

Customer Experience 52

Customer Experience Agent Empowerment Analytics Best practices 52

Playvox

FEBRUARY 2, 2022

It also becomes harder to meet service levels and customer experience goals measured by metrics such as first contact resolution, customer satisfaction, and customer effort score. Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

SharpenCX

JUNE 30, 2021

That can be overwhelming when you’re jumping from meeting to meeting, putting out fires, and reporting to your executive team. So, let’s review some of the practical steps you can take to develop a training program that best supports your agents and still allows you to manage your time. Train agents as a team.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

CSM Magazine

AUGUST 5, 2021

While frontline staff are united in their desire to meet rising customer expectations, they are also now divided by where they want to work. Here are five tactics to tackle these new complexities from an agent perspective: 1. How can organisations gamify day-to-to metrics from a distance?

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

bold360 Blog

AUGUST 31, 2020

You will need to maintain agility, the capacity to flex and scale your service deployment to meet evolving customer demands. Flexibility: It’s more critical now than ever that you meet customer demands for flexibility, blending CSS tools and your human agents in order to provide scalable, always-on support in today’s “new normal.”

Self service 52

Self service Chatbots Agent Empowerment Morale 52

teleopti

JUNE 5, 2019

We have continually developed and delivered workforce management (WFM) solutions that empower companies to meet customers with skilled agents, in the right channel, at the right time, as well as build a humanized workplace for agents to feel supported by the organization and motivated in their work.

Contact Center 90

Contact Center Chatbots Self service Customer Experience 90

Playvox

DECEMBER 15, 2022

There has also been a push in acknowledging the effect that agent empowerment and engagement have on the service that organizations ultimately provide to their customers. Is Your Current WFM Solution Meeting The Needs Of Your Digital Contact Center? What Is A Digital Contact Center?

Contact Center 72

Contact Center Average Handle Time Agent Empowerment Service level 72

Global Response

MARCH 26, 2024

It even improves agent morale by enabling them to solve problems more effectively. Effective call routing technology is critical for meeting customers’ needs. 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

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.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

DMG Consulting

APRIL 8, 2024

This emerging WFM module is a critical piece in enabling the scheduling flexibility and self-service capabilities necessary to attract and retain agents. WFM vendors are also looking for creative ways to motivate agents via gamification to self-schedule hard-to-fill shifts and hours.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

teleopti

DECEMBER 2, 2019

Weekly kick-off meetings, regular huddles and 1-2-1s are simple ways to find out who needs to start work early to pick up their children from school in the afternoon or who actually wants to work at weekends or cover the more unpopular shifts. . This is the next step to engaging with team members.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

Balto

JANUARY 17, 2025

By aligning your agents, QA specialists, and other team members with key resources like budgets and technology, WFM helps drive results, enhance customer and employee satisfaction, and maximize ROI. When done well, workforce management enables contact centers to anticipate peak times, meet customer demands, and keep agents engaged.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. We’re here to help.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

Balto

JANUARY 3, 2025

Meeting the Rising Demands of Modern Customer Expectations The call center industry is undergoing a seismic shift. Studies reveal that 89% of consumers remain loyal to brands delivering superior customer service, yet only a fraction of call centers have truly optimized their call center monitoring tools to meet these expectations.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Balto

JANUARY 2, 2025

A call center’s productivity becomes a transformative force when it aligns with customer expectations, agent empowerment, and operational excellence. Calls Answered: Meeting Demand with Precision AI-driven analytics predict call volume trends, enabling better staffing and resource allocation.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. We’re here to help.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Tethr

AUGUST 4, 2020

Empower your agents. Effective coaching should reflect the common purpose of meeting customer needs and advising employees on certain criteria they can utilize to handle customer interactions on their own. The open sharing of data between teams and systems is necessary when you want to improve results in areas across the enterprise.

Coaching 69

Coaching Finance Call Center Enterprise 69

Balto

JANUARY 18, 2025

Quality Assurance (QA) Analysts The Referees QA analysts make sure every call reflects your companys values and meets compliance standards. Why CSAT Matters: A consistently high CSAT indicates that your team is meeting (or exceeding) customer expectations, contributing to long-term loyalty and higher retention rates.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Quality Assurance (QA) Analysts The Referees QA analysts make sure every call reflects your companys values and meets compliance standards. Why CSAT Matters: A consistently high CSAT indicates that your team is meeting (or exceeding) customer expectations, contributing to long-term loyalty and higher retention rates.

Best practices 52

Best practices Call Center Metrics Management 52

Comm100

DECEMBER 1, 2017

By putting customer needs first, companies expect that agents will feel the outcome of this investment as well. Tip: The digital transformation is bringing with it exciting new technologies to help businesses meet their customers’ needs. ” Empowering Agents as a Top Investment Priority.

Contact Center 58

Contact Center Customer centricity Journey mapping Benchmark 58

teleopti

OCTOBER 3, 2019

Self-scheduling capabilities allow CSRs to make changes to their own schedules throughout the day and for the coming week while enabling team leaders to maximize skills and meet agreed customer service levels – creating a win, win all round. Humanize the workplace.

Self service 59

Self service Contact Center Gamification Service level 59