SharpenCX

DECEMBER 30, 2019

Because it determines your agents’ empowerment, productivity, and happiness at work. Internally, it breaks down team morale. Unproductive, undervalued agents can’t make customers happy. 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

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. One cheat code towards empowered agents?

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

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

APRIL 29, 2020

We harbored some customer goodwill and boosted agent morale and inclusion in the process. Remember – agents are an integral part of your company, too. And, now’s the perfect time to test out shift bidding – where agents get more control over their individual schedules. . Plan for downtime, ahead of time.

Coaching 76

Coaching Management Contact Center Morale 76

CSM Magazine

AUGUST 5, 2021

Here are five tactics to tackle these new complexities from an agent perspective: 1. 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.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

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

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

Global Response

MARCH 26, 2024

It even improves agent morale by enabling them to solve problems more effectively. Focus on integration, automation, agent empowerment, and continuous training. High FCR rates lead to happier customers, reduced operational costs, and improved agent morale. Leverage customer feedback and data analytics.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

SharpenCX

JUNE 30, 2021

Project 3: Support Your Agents Professionally and Personally. Consider your third major project a catch-all project to boost agent empowerment and engagement in your contact center. Want some inspiration to improve your contact center motivation and morale? You need happy employees to deliver good customer service.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

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

Contact Center Pipeline

MARCH 18, 2015

In a previous blog post, I provided tips to help managers and team leaders prepare their frontline agents to handle irate callers. It’s also important to provide support for your agents after an irate call: An upset agent can actually cause their next caller to become irate. Have you ever seen this? One of your […].

Agent Empowerment 113

Agent Empowerment Management Morale Contact Center 113

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

Balto

JANUARY 3, 2025

Data-Driven Coaching Plans: Use insights from call quality evaluations to create personalized coaching plans tailored to each agents strengths and weaknesses. Highlight successful behaviors as often as areas for improvement to maintain morale. Recognizing and celebrating milestones creates momentum and boosts morale.

Best practices 52

Best practices Call Center First call resolution Coaching 52

NobelBiz

MARCH 5, 2024

By leveraging Nobelbiz’s innovative reporting solutions, companies can not only track key performance indicators (KPIs) such as call resolution times, customer satisfaction scores, and agent productivity levels but also identify trends, forecast demands, and pinpoint areas for improvement.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

SharpenCX

NOVEMBER 3, 2020

Your agents feel secure in their roles when they trust your leadership and have the knowledge they need to do their jobs well. Read Next] How agent empowerment impacts customer service. In a fast-paced environment that’s always changing, you have to go the extra mile to build trust and empowerment with your team.

Call Center 67

Call Center Agent Empowerment Management Coaching 67

Balto

JANUARY 18, 2025

A low NPS can highlight gaps in managing remote call center agents, inconsistent service, or inadequate problem resolution. Agent Empowerment: Equip agents with tools and authority to resolve issues without unnecessary escalations. Strong leadership ensures both team morale and customer satisfaction remain high.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

A low NPS can highlight gaps in managing remote call center agents, inconsistent service, or inadequate problem resolution. Agent Empowerment: Equip agents with tools and authority to resolve issues without unnecessary escalations. Strong leadership ensures both team morale and customer satisfaction remain high.

Best practices 52

Best practices Call Center Metrics Management 52