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

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.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

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

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

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. They also use the tool to schedule tasks and trainings outside of an individual employee’s specialties to expertise in other disciplines.

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

Calabrio

MARCH 22, 2025

Modern workforce management encompasses critical tasks like contact center forecasting and scheduling , as well as the staffing, onboarding, training and development processes that are part of empowering, engaging, and retaining productive contact center employees.

Best practices 52

Best practices Contact Center Management Call Center 52

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. Reinforce Agent Talent Ongoing training benefits contact centers and agents.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Global Response

MARCH 26, 2024

Enhance agent training and knowledge. The most basic first step is to ensure your agents are properly trained. Agents should also receive training in effective communication techniques, such as active listening, empathy, and clear articulation. Are there gaps in your service? Why is this?

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

JustCall

APRIL 9, 2024

Cross-training agents Cross-train agents on diverse products, processes, and queues well in advance. This ensures agents can handle queries across different skill sets. When call volumes surge in one area, you can move cross-trained staff from other queues for uninterrupted service delivery.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

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

teleopti

OCTOBER 3, 2019

From building efficient schedules that take into account employee preferences, skill sets and training needs to gaining control over the multiple shift types that dominate their increasingly virtual workforce, planners and managers have relied on real-time WFM to manage the complexities of their contact center operations. .

Self service 59

Self service Contact Center Gamification Service level 59

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

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

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

teleopti

JULY 15, 2019

With each new customer service representative hire estimated to cost the contact center $10,000 to $20,000 in training, direct recruiting costs and lost productivity during ramp up, it pays to nurture your talent and keep them on side. WFM: 7 steps to CSR employee happiness.

Gamification 57

Gamification Contact Center Self service Chatbots 57

teleopti

DECEMBER 2, 2019

Then consider how your WFM solution can optimize the scheduling for training opportunities. Never underestimate the power of training on WFM. Once everyone is confident with the new system, discuss ways to utilize the latest WFM training planner capabilities for coaching sessions. Or is it all about first-contact resolution?

Coaching 68

Coaching Employee engagement Consulting Consulting 68

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

Balto

JANUARY 17, 2025

With workforce management, youll be able to predict demand more accurately and determine how many agents your contact center needs to match the call volume. Not to mention, your agents wont be asked to work beyond their capacities, helping you retain them for a longer time.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

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. The subsequent investment priorities reflect the same trend.

Contact Center 58

Contact Center Customer centricity Journey mapping Benchmark 58

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

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. Giving agents the tools they need to deliver exceptional experiences. Locating professional services.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52