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

Fonolo

MAY 30, 2023

Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed. Successful and high-performing agents can be assigned critical or complex tasks. You know where this leads!

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Calabrio

MARCH 5, 2025

Performance Metrics: Tracking key performance indicators (KPIs) such as customer satisfaction, churn rate, and resolution time. These reports can be customized to track key metrics and monitor progress over time. Improved performance management and agent empowerment. GreenPath Financial Wellness had the same issue.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

CafeX

AUGUST 2, 2017

The two key drivers of this call center metric are agent effectiveness and agent empowerment. These make sense because the competency of service agents directly impacts.

Agent Empowerment 54

Agent Empowerment Government Contact Center Call Center 54

Talkdesk

NOVEMBER 9, 2017

Kaplana: I’m very metrics-driven. I hold people to high standards to drive metrics, but I make sure not to push people so much that their agency disappears. What I’ve seen is that when you set clear metrics, people rise to the occasion and adjust to it. Now my weekly meeting includes a dynamic vreiews of these metrics.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

SharpenCX

JUNE 24, 2020

Download Now: Learn the 9 ways a better agent experience is good for business. You crack down on metrics to drive up agent performance, but KPIs don’t budge. You monitor interactions to see where agents need help, but your performance plans don’t get them back on track. What gives?

Management 128

Management Customer Service Agent Empowerment Contact Center 128

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

NICE inContact

FEBRUARY 23, 2016

Advanced customer data synchronization with automatic screen-pops improves key metrics including Net Promoter Scores, First Contact Resolution, cross-sell, up-sell, and conversion rates. Agent Empowerment through real-time displays of agent performance, productivity and skills rankings metrics.

Agent Empowerment 50

Agent Empowerment Multi-channel support Contact Center Cloud contact 50

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

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. Radial anticipates material savings this year based on reducing repeat calls and hitting customer metric targets. THE ONE AWARDS WINNERS.

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

Calabrio

FEBRUARY 25, 2025

A customer journey or interaction analytics platform may collect and analyze aspects of customer interactions to offer insights on how to improve key service or sales metrics. Agent Coaching and Performance Management: Get automated insights into agent performance, identify training needs, and personalize coaching.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Vistio

APRIL 22, 2024

Agent Empowerment: AI can be a valuable ally for your customer service agents. Collaborate with Stakeholders: Involve agents, IT teams, and CX leaders in the AI implementation process. Provide Ongoing Training: Continuously train agents on how to leverage AI tools effectively.

Contact Center 52

Contact Center Agent Empowerment Best practices Chatbots 52

TechSee

MARCH 7, 2019

Deploying the most effective and sustainable VEA would require the integration of multiple technologies, such as interaction guidance, decision support, robotic process automation, workflow optimization and agent career path development. Current approaches to agent empowerment. Team-based models. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Talkdesk

JULY 15, 2019

Steve: Contact centers are shifting from a cost-center model focused solely on cost control to CX-focused, balancing CSAT and NPS with traditional efficiency metrics. This has required more focus on agent empowerment and new tools to help them better support customers.

Contact Center 53

Contact Center Agent Empowerment Enterprise Metrics 53

Customer Service Life

DECEMBER 15, 2017

Like other KPIs, this is a metric that’s tracked and improved upon from the organizational level all the way down to each individual agent. The idea is that through consistent monitoring and coaching, agents will improve these scores and the quality of their customer service over time. What’s next?

Coaching 74

Coaching Agent Empowerment outsourcing Contact Center 74

CSM Magazine

AUGUST 5, 2021

Replace whiteboards with dashboards – the opportunity to benchmark self-performance is a fundamental part of agent empowerment and it shouldn’t stop just because the majority of agents are working from home. How can organisations gamify day-to-to metrics from a distance?

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

Uniphore

JANUARY 14, 2022

Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? How are firms and client partners delivering against the omnichannel experience?

Customer Experience 52

Customer Experience Agent Empowerment Analytics Best practices 52

SharpenCX

APRIL 29, 2020

And, look to your year-over-year metrics for added guidance, too. Once you have these predictions on deck, you can use WFM tools (like Sharpen + Community WFM ) and additional service-level metrics to figure out how many agents you need to take care of incoming customer needs. Coaching builds confidence in your agents.

Coaching 76

Coaching Management Contact Center Morale 76

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

CSM Magazine

DECEMBER 8, 2022

You can readjust your strategy accordingly after reviewing your metrics to see what works and does not. Allow agents to focus on more complex tasks by reducing the need to attend to every customer. Promotes agent empowerment as it deflects large number of calls to self-service channels. Measure your CX metrics.

Customer Experience 52

Customer Experience Agent Empowerment Self service Average Handle Time 52

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Talkdesk

MARCH 2, 2018

By succumbing to some common challenges, today’s organizations turn the already difficult task of agent performance into an utterly impossible one. Unclear and inconsistent metrics. They require metrics. Not simply a way to help agents “track” their behavior, metrics should establish a hierarchy of value.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? This comprehensive approach allows businesses of all sizes to unlock a deeper understanding of their customer’s journey, preferences, and pain points.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Balto

JANUARY 3, 2025

From key metrics to advanced AI tools, youll discover actionable strategies to elevate both customer and agent outcomes. Live call center monitoring tools for agents & managers The Evolution of Call Center Monitoring In the ever-demanding world of call center operations, the stakes have never been higher.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Balto

JANUARY 2, 2025

For managers striving to improve call center performance, the goal isnt just to handle more incoming callsits about creating a seamless experience for both call center agents and customers. A call center employee seated at a desk wearing a headset, while receiving coaching from a manager standing next to the desk.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

JustCall

MARCH 9, 2023

While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well. Let’s take a look at the top 10 inbound call center software that can help your business get all its metrics in the right place.

Contact center software 52

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

Balto

AUGUST 23, 2024

Provides valuable insights through call analytics and performance metrics Cons: Steep initial learning curve for new users Occasional system performance issues How to Choose the Right Call Center Quality Assurance Solution for Your Contact Center Needs Identify Your Requirements What do you expect from a QA tool?

Call Center 52

Call Center Coaching Surveys Contact Center 52

Balto

JANUARY 17, 2025

Track Relevant Metrics and KPIs One of the best ways to optimize your workforce management effort is to track and measure your KPIs. Focusing on these areas will help you enhance the effectiveness of your agents and, consequently, the quality of your customer service. These laws protect employee rights and interests.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

Comm100

DECEMBER 1, 2017

By repairing broken systems that slow agents down and frustrate them, companies can remedy this common agent “pain point,” making their jobs easier and less stressful. Making metrics clearer or more transparent is the next most popular corporate strategy for improving agent experience (41%).

Contact Center 48

Contact Center Customer centricity Journey mapping Benchmark 48

SharpenCX

OCTOBER 29, 2019

Are you putting too much pressure on your agents to move a host of KPIs? Or do you go easy when it comes to call center reporting metrics? Leaders, like you, are in a battle to figure out what to measure and how to keep agents accountable to those metrics. Pressure to meet impossible KPIs pushes agents to burnout.

Metrics 64

Metrics Call Center Customer Service Coaching 64

3CLogic

JANUARY 5, 2022

Perhaps the reason why is because agents have made it clear that they prefer a remote environment. This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment. Giving agents the tools they need to deliver exceptional experiences. Fostering a supportive work culture.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

Balto

JANUARY 17, 2025

Heres the simplest way to describe call center management: its everything that happens behind the scenes to make sure customer interactions run smoothly, agents stay motivated, and the business keeps moving forward. Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

Heres the simplest way to describe call center management: its everything that happens behind the scenes to make sure customer interactions run smoothly, agents stay motivated, and the business keeps moving forward. Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations.

Best practices 52

Best practices Call Center Metrics Management 52

SharpenCX

NOVEMBER 3, 2020

And, as you map out each goal, assign relevant metrics to help agents understand progress toward those goals. Without metrics in place to measure progress, your team won’t get a clear picture of how their hard work translates to better results and outcomes. Read Next] How agent empowerment impacts customer service.

Call Center 67

Call Center Agent Empowerment Management Coaching 67

CCNG

FEBRUARY 12, 2025

Agent Empowerment: A contact center equipped agents with better tools to handle recurring issues, reducing repeat calls by 30%. Create a Pilot Plan Checklist: Define success metrics, track progress, and set criteria for scaling. Use a Roles & Goals Worksheet to clarify responsibilities and success metrics.

Agent Empowerment 195

Agent Empowerment Metrics Contact Center Wait times 195

Calabrio

MARCH 10, 2025

This category encompasses the tools that enable agents to connect with customers across an ever-expanding array of channels. From voice calls to modern digital channels, these tools ensure that agents have the resources they need to engage with customers effectively. Top Providers: Genesys Cloud, RingCentral, Five9, Twilio 4.

Call Center 52

Call Center Agent Empowerment Interactive Voice Response Self service 52