Fonolo

MAY 30, 2023

Promoting agent empowerment through self-service WFM tools often include self-service capabilities that are empowering for agents. This type of self-service reduces administrative burden – and it’s popular and empowering, too. And agent happiness is a natural outcome.

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contact center workforce Best practices Contact Center Management 106

bold360 Blog

AUGUST 31, 2020

Customer self-service (CSS) is a win-win for all involved in today’s uncertain business landscape, one where remote work and digital-first interactions have become the “new normal.”. CSS tools, unlike human agents, are available 24/7 across multiple channels. CSS Tools Go Beyond the Chatbot.

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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.

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Gamification Contact Center Agent Empowerment Self service 104

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?

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Global Response

MARCH 26, 2024

It even improves agent morale by enabling them to solve problems more effectively. Are there gaps in your service? Do your agents need a bit more training? It could be as simple as improving your self-service options. Focus on integration, automation, agent empowerment, and continuous training.

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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. Self-service also enhances customer convenience.

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