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.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Balto

JANUARY 6, 2025

LiveAgent LiveAgent provides online Help Desk solutions tailored for small to midsize e-commerce businesses, offering live chat, ticket management, self-service portals, and change/license management. Real-time Chat Support: Enable real-time interactions between your agents and customers with live chat support.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Callminer

AUGUST 1, 2017

Agent Desktops : Having a user-friendly desktop for agents so that they can efficiently have everything they need in one area is a great way to have a healthy AHT, and most importantly they can assist the customers efficiently and effectively. In return, the customer experience will improve and the agent frustration will be reduced.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Calabrio

FEBRUARY 25, 2025

Agent Coaching and Performance Management: Get automated insights into agent performance, identify training needs, and personalize coaching. Leverage AI to improve self-service and empower users without technical expertise. Open API and Integrations: Seamlessly integrate with other business systems and applications.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

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. Agent Experience. More Self-Service Options.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

TechSee

MARCH 7, 2019

Current approaches to agent empowerment. Forward-looking customer service organizations have discovered various innovative ways to empower their agents and enhance their value to the organization. The post Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development appeared first on TechSee.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Tethr

DECEMBER 23, 2020

Today, we’ll discuss some of the 2021 CX trends we believe will come to shape the landscape of customer service interactions in the coming year. #1. Self-Service Digital Channels. As a result, digital self-service channels are a cornerstone of 2021 CX trends and a must-have element of CX right now.

Customer Experience 72

Customer Experience Agent Empowerment Self service Chatbots 72

Tethr

APRIL 30, 2020

Companies have long been shifting more and more toward self service to keep up with the demands of the people. Today, 67 percent of customers prefer self-service over speaking to a company representative. Digital channels such as websites, chatbots and apps were designed to fulfill this vision of self service.

Agent Empowerment 66

Agent Empowerment Self service Feedback Surveys 66

Calabrio

FEBRUARY 25, 2025

Emphasis on agent empowerment: Features like mobile self-scheduling, automated quality management, and intuitive AI-powered BI tools empower agents, boosting engagement and job satisfaction.

Management 52

Management contact center workforce Schedule adherence Contact 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. THE ONE AWARDS WINNERS. The Leader – Idaho Central Credit Union. As a result, customers report being happier overall. The Optimizer – Alliant Energy.

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

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

DMG Consulting

MARCH 27, 2024

Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

Toister Performance Solutions

APRIL 30, 2020

The issue starts in other channels like self-service, social media, or chat which are frequently not optimized. So your IVR is adding talk time, but your agents aren’t empowered to skip the script and give some of that time back. What is agent empowerment? An empowered agent is given more than just authority.

Average Handle Time 80

Average Handle Time Interactive Voice Response Agent Empowerment Contact Center 80

JustCall

APRIL 9, 2024

When call volumes surge in one area, you can move cross-trained staff from other queues for uninterrupted service delivery. Self-service enablement For self-service, you can deploy conversational IVRs , chatbots, FAQ sections, and help centers. Self-service also enhances customer convenience.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

DMG Consulting

APRIL 8, 2024

WFM solutions have changed significantly in the past few years, transitioning from applications intended to optimize and control agent schedules into systems that empower employees with greater levels of flexibility delivered via self-service. But this is just the start of many innovations being introduced into the WFM market.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

Calltools

APRIL 3, 2024

Self-Service Options Some callers have complex problems that require help from a customer service professional. Create self-service options for tasks like paying bills, checking balances, and updating contact information. This lets customers handle their own needs while your agents tackle more demanding issues.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

CSM Magazine

DECEMBER 8, 2022

For instance, 70% of customers now expect a self-service portal on websites. Some benefits of AI-powered self-service portals and chatbots include the following: Auto responses to frequently asked questions by customers. Allow agents to focus on more complex tasks by reducing the need to attend to every customer.

Customer Experience 52

Customer Experience Agent Empowerment Self service Average Handle Time 52

Altivon

JANUARY 16, 2018

At the same time, modern easier-to-manage contact center technology has proven to allow organizations to focus more on service delivery than system administration. Consumers have learned the possibilities with personalization and self-service and are unhappy when their experiences are less than effortless. Agent Empowerment.

Agent Empowerment 45

Agent Empowerment Chief Customer Officer Self service Government 45

Global Response

MARCH 26, 2024

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. Inefficient call routing: Without advanced call routing systems, calls are not directed to the most appropriate agent. This allows customers to solve simple issues themselves.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

teleopti

OCTOBER 3, 2019

Over time, frontline staff too have come to enjoy more control over their working lives through self-service. Recent advancements in WFM like self-scheduling, intraday automation and planning optimization for customer-facing staff are taking workplace autonomy to a whole new level.

Self service 59

Self service Contact Center Gamification Service level 59

DMG Consulting

SEPTEMBER 7, 2023

These technologies vastly improve the accuracy, flexibility, and usability of most WFM modules, including forecasting, scheduling, intraday management, long-term planning, self-service, and handling of vacation and change requests—paid time off (PTO), overtime, voluntary time off (VTO), schedule swaps, etc.

Management 48

Management Real estate Agent Empowerment Enterprise 48

teleopti

JUNE 5, 2019

As self-service and chatbots start to take on simpler CX tasks, ‘human’ agents are handling customer interactions that come with rising complexity and sensitivity, but such continuous intensity also introduces the potential for higher employee stress and burn out.

Contact Center 90

Contact Center Chatbots Self service Customer Experience 90

Talkdesk

MARCH 2, 2018

Agent performance and CSAT suffer when a customer fails self service, calls the contact center and the agent has no idea who they are or the nature of their problem,” said Gadi. Quickly, yet meaningfully connecting with a customer is difficult enough for agents who have the information they need.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

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

Balto

JANUARY 2, 2025

A call center’s productivity becomes a transformative force when it aligns with customer expectations, agent empowerment, and operational excellence. AI addresses this issue head-on by optimizing call routing, providing self-service options, and proactively managing peak periods.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

Balto

AUGUST 23, 2024

LiveAgent LiveAgent provides online Help Desk solutions tailored for small to midsize e-commerce businesses, offering live chat, ticket management, self-service portals, and change/license management. Real-time Chat Support: Enable real-time interactions between your agents and customers with live chat support.

Call Center 52

Call Center Coaching Surveys Contact Center 52

teleopti

JULY 15, 2019

Power to the employee – give agents a greater sense of independence, involvement, and satisfaction by way of self-service options for preferred shifts, holiday requests and time off for medical appointments. An extra 5 minutes is often all that’s needed to turn employees from frazzled to fabulous!

Gamification 57

Gamification Contact Center Self service Chatbots 57

Contact Center Pipeline

JULY 14, 2016

Online print and design company MOO launched in 2006 with a compelling vision: To disrupt the trillion-dollar global print industry by delivering cost-effective yet superior design and a world-class experience via the web. The company has much to celebrate, given its remarkable growth and achievements over the past decade.

Agent Empowerment 100

Agent Empowerment Self service Call Center Contact Center 100

Balto

JANUARY 17, 2025

For example, if your agents struggle in a particular area, focusing your training efforts on it will improve your agent performance and help meet your workforce management targets. Focusing on these areas will help you enhance the effectiveness of your agents and, consequently, the quality of your customer service.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

teleopti

SEPTEMBER 18, 2019

Provide them with a greater sense of independence and satisfaction by way of self-service options for preferred shifts, holiday requests or time off for medical appointments. Building an organization that is fuelled by customer service makes sound business sense. Turn customer journeys into business journeys.

Management 57

Management Customer advocacy Employee engagement Contact Center 57

Comm100

DECEMBER 1, 2017

This contact center priority goes hand in hand with the previous goal of reducing customer friction: by creating (or optimizing) an automated self-service experience, customers will be able to solve transactional self-service issues quickly and efficiently. ” Empowering Agents as a Top Investment Priority.

Contact Center 48

Contact Center Customer centricity Journey mapping Benchmark 48

teleopti

DECEMBER 2, 2019

Workforce Management is so much more than smarter scheduling and forecasting. With an open mind and the right partner by your side, it can unlock the secret to effective employee and customer engagement. Nick Smith shares 5 ways to become a WFM guru. .

Coaching 68

Coaching Employee engagement Consulting Consulting 68

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. Voice-Enabled Self-Service Will Give Valuable Time Back To Agents. Order status updates.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

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: Salesforce, Microsoft Dynamics 365, Zendesk 3.

Call Center 52

Call Center Agent Empowerment Interactive Voice Response Self service 52