SharpenCX

DECEMBER 30, 2019

When your agents handle customer interactions, be sure they don’t lose the human touch. Showing understanding and empathy makes customers happier than sticking to a tightly-knitted call script. Customer service, by definition, is about serving people; it should be genuine, personalized, and compassionate—or, simply put, human.”

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

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. NICE customers have regularly reported issues with support, during the implementation process and beyond.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

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

SharpenCX

JUNE 30, 2021

Set up regular 1:1s with agents that are deliberate and focused. Use it to catch up with agents on a personal level and bring some talking points. Use data about their performance to offer feedback, but also allow agents to give you feedback. We have 6 scripts to stock in your knowledge base. Read More ].

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Balto

JANUARY 18, 2025

Its about creating a customer journey that feels personal, professional, and effortless. This is where managing call center operations plays a pivotal roleensuring that agents are equipped, processes are optimized, and performance metrics align with larger business goals. Ensuring compliance with scripts and regulatory guidelines.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Its about creating a customer journey that feels personal, professional, and effortless. This is where managing call center operations plays a pivotal roleensuring that agents are equipped, processes are optimized, and performance metrics align with larger business goals. Ensuring compliance with scripts and regulatory guidelines.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 3, 2025

Customers expect lightning-fast responses, personalized experiences, and consistent support across multiple channels. Agents perform best when they understand how their performance is being measured and what is expected of them. Comprehensive training ensures both supervisors and agents can leverage monitoring to its fullest potential.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Talkdesk

MARCH 2, 2018

Agent empowerment is the key to performance. Great training is the key to agent empowerment. Unfortunately, some organizations struggle to deliver the training agents require. They expect agents to deliver support that is dynamic and personalized. It is an impossible task for those who do not.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

Balto

AUGUST 23, 2024

Dynamic Prompts: Assist your agents during make-or-break moments with timely responses and questions to improve their performance and improve customer satisfaction. Personalized Coaching: The Coaching Dashboard, along with automated call alerts, enables personalized coaching sessions and targeted improvements for agents.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Calabrio

MARCH 10, 2025

Enhance Agent Empowerment: Providing agents with clear, objective feedback through a QA scorecard fosters a culture of continuous improvement. When agents understand their strengths and weaknesses, they are empowered to take ownership of their performance and drive positive outcomes.

Call Center 40

Call Center Coaching Quality management Contact Center 40