How Quality Management Can Empower and Engage Your Contact Center Agents
LiveVox
APRIL 4, 2022
Welcome to the age of agent empowerment. The post How Quality Management Can Empower and Engage Your Contact Center Agents appeared first on Livevox.
88 
Calabrio Awarded Workforce Innovation of the Year at Customer Contact Week Excellence Awards
CSM Magazine
JUNE 22, 2023
Agent Empowerment and Scheduling: Grant is Calabrio ONE’s AI-enabled virtual assistant who has revolutionised scheduling for agents and managers alike.
Join 34,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
What is Call Quality Monitoring?
NICE inContact
APRIL 9, 2019
Quality Monitoring has the potential to make significant contributions to the success of a contact center by creating an effective balance between operational requirements and agent empowerment. Contact centers employ processes and tools to manage their Quality Monitoring.
How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It)
Playvox
FEBRUARY 2, 2022
Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture. There are a number of steps you can take to prevent burnout.
Why There’s Never Been a Better Time for Channel Partners to Offer Workforce Engagement Management Solutions
CSM Magazine
JULY 14, 2022
Workforce engagement management (WEM) solutions driven by Artificial Intelligence (AI) are a ‘must have’ in the complex world of remote or hybrid work and increased customer expectations. The best WEM solutions capture and analyse unlimited amounts of raw data and transform it into valuable intelligence and actionable insights.
Stay in Sync with Effective Calibration
NICE inContact
DECEMBER 21, 2015
In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. This process validates the effectiveness of individuals evaluating agent performance and improving customer service. Include your agents. Agent empowerment is the new norm within many contact centers.
Empower Frontline Staff with QM Tools
Contact Center Pipeline
JUNE 3, 2015
How are leading-edge contact centers transforming their quality management tools to empower agents? Calabrio Innovation Center Manager Brad Snedeker identified the following four key trends.
Let's personalize your content