Agent Empowerment Self service Study 
NICE inContact
OCTOBER 3, 2017
Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Roughly half of customers indicate that their customer service interaction was centered on trying to resolve a problem or issue. That’s a lot of issues!
Noble Systems
JANUARY 29, 2019
Businesses that continue to ignore the needs of firstline employees – such as contact center agents – do so at their own peril. Agent Experience Demands No Friction and Easy Access to Data. Power 2018 Insurance Digital Experience Study. Why is this important? Contact center leaders must adapt to current day realities.
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NICE inContact
OCTOBER 3, 2017
Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Roughly half of customers indicate that their customer service interaction was centered on trying to resolve a problem or issue. That’s a lot of issues!
Callminer
AUGUST 1, 2017
Successories motivational posters were part of a study at a call center, and they found office art and motivational posters increase productivity by 33% compared to barren offices. And our studies have shown that constant recognition reinforced with small, cost-effective gifts can increase productivity by 20%.
Noble Systems
JANUARY 29, 2019
Businesses that continue to ignore the needs of firstline employees – such as contact center agents – do so at their own peril. Agent Experience Demands No Friction and Easy Access to Data. Power 2018 Insurance Digital Experience Study. Why is this important? Contact center leaders must adapt to current day realities.
Fonolo
MAY 30, 2023
Meeting service level agreements Customers value a fast response when they reach out for customer support. 90% of customers rate an “immediate” response as important when they have a customer service question. When scheduling is optimized, it’s much easier to consistently meet service levels.
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.
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