Noble Systems

JANUARY 29, 2019

Too many organizations are responding to these trends with more pressure and micromanagement, which only worsens the problem and increases risk. Businesses that continue to ignore the needs of firstline employees – such as contact center agents – do so at their own peril.

Agent Empowerment 47

Agent Empowerment Contact Center Customer centricity Surveys 47

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. How Does WFM Impact the Agent Experience?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Calltools

APRIL 3, 2024

Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care. Self-Service Options Some callers have complex problems that require help from a customer service professional.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Calabrio

FEBRUARY 25, 2025

Leading Workforce Management: Optimize staffing levels, create efficient schedules, and forecast call volumes to increase productivity and improve service quality. Trending Topics Tool: Leverage AI to automatically break customer conversations into a manageable list of the most common topics and pressing concerns.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

TechSee

MARCH 7, 2019

With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities. Current approaches to agent empowerment. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

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

JustCall

APRIL 9, 2024

What causes unexpected call volume fluctuations Seasonal trends: Certain times of the year, such as holidays or peak shopping seasons, may result in increased call volumes. When call volumes surge in one area, you can move cross-trained staff from other queues for uninterrupted service delivery. That’s where JustCall can help.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

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. LET’S CONNECT As you analyze data, look for common issues and trends. Review them regularly to identify trends, note any improvements, and pinpoint areas that need attention.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

teleopti

JUNE 5, 2019

The importance of human connection in business has come back in focus in recent years with the upward trend for customer experience (CX). Forming the frontline between an organization and its customers, the work of contact center agents can easily make or break a customer relationship.

Contact Center 90

Contact Center Chatbots Self service Customer Experience 90

Balto

AUGUST 23, 2024

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Side-Screen Guidance: Agents receive guidance directly on their screens, ensuring they stay on track during interactions.

Call Center 52

Call Center Coaching Surveys Contact Center 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

JANUARY 17, 2025

To get accurate predictions, you need a data-driven approach that leverages historical numbers, trends, and patterns. 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.

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 48

Contact Center Customer centricity Journey mapping Benchmark 48

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. 5 Contact Center Technology Trends To Expect In The Coming Year. Locating professional services.

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