TechSee

APRIL 16, 2019

Contact center managers need clear strategies to create efficient, productive and effective teams. After all, happy agents mean happy customers. But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. Improving Contact Center Culture.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

SharpenCX

APRIL 29, 2020

And, you shouldn’t have to worry that running a lean contact center puts agents at risk for burnout and disengagement. With the right workforce management strategies in place, you can hit all of your priorities. Good leaders know that simply having agents in their seats doesn’t make for standout customer experiences.

Coaching 76

Coaching Management Contact Center Morale 76

Global Response

AUGUST 7, 2023

What does empowerment look like when it comes to their role? Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer service and customer satisfaction. So, how do you create empowered call center agents who can deliver great service day-in and day-out?

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

CSM Magazine

DECEMBER 8, 2022

Building a solid customer experience strategy to attract new customers and retain existing ones is even more crucial for business success now. But building your CX strategy from scratch can be a daunting task. In this article, we will discuss CX strategy- what it is, why you need one and how to build one for your brand.

Customer Experience 52

Customer Experience Agent Empowerment Self service Average Handle Time 52

SharpenCX

DECEMBER 30, 2019

You form new strategies or tailor your old ones to the new expectations of customers. Because it determines your agents’ empowerment, productivity, and happiness at work. And, so you have enough agents on staff to handle the interactions you expect. And with stress, your agents’ sense of calm and empathy vanishes.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

Calabrio

MARCH 5, 2025

Interpretation and Action: Driving CX Improvements with Actionable Insights The true power of customer experience analytics lies in its ability to translate this analyzed data into actionable strategies. Improved performance management and agent empowerment.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

CSM Magazine

JULY 28, 2021

In order to begin redefining customer support strategy for what is needed to excel in today’s landscape, it’s crucial to identify pain-points, opportunities and challenges. Determine the areas in which tech can most effectively augment your agents’ capabilities and decrease contact volume. And many more….

Customer Support 59

Customer Support Agent Empowerment Chatbots Consulting 59

Fonolo

MAY 30, 2023

Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed. Promoting agent empowerment through self-service WFM tools often include self-service capabilities that are empowering for agents. The numbers back this up.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Tethr

AUGUST 4, 2020

Here are three strategies worth pursuing in the name of CX. The post Liberating your voice data and other strategies to up your CX game appeared first on Tethr. It’s important to remember just how essential the call center is to your business, though. Liberating your voice data organization-wide. Request a demo here!

Coaching 69

Coaching Finance Call Center Enterprise 69

Tethr

DECEMBER 23, 2020

Growth of Agent Empowerment . If not, it may be time to invest in your CX strategy in terms of human assets, not automated ones. Whether your team needs additional training or simply more empowerment, it’s worth the investment.

Customer Experience 72

Customer Experience Agent Empowerment Self service Chatbots 72

TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. Current approaches to agent empowerment. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Calabrio

FEBRUARY 25, 2025

Your choice of CX platform should empower your teamsespecially frontline employeesto deliver tailored interactions, whether by providing the tools to segment audiences based on needs, offering easy access to customer histories, or fueling smarter marketing and sales strategies with insights based on what your customers really think.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Toister Performance Solutions

APRIL 30, 2020

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. They are enabled to provide exceptional customer service.

Average Handle Time 80

Average Handle Time Interactive Voice Response Agent Empowerment Contact Center 80

Vistio

APRIL 22, 2024

One effective strategy is to use AI as a training or agent guidance tool within your contact center. Agent Empowerment: AI can be a valuable ally for your customer service agents. These public instances serve as a cautionary tale, highlighting the importance of a thoughtful and phased approach to AI integration.

Contact Center 52

Contact Center Agent Empowerment Best practices Chatbots 52

Tethr

APRIL 30, 2020

Which companies will discover new strategies that will actually benefit them in the long run? Others rely on ways to improve connectivity and focus on agent empowerment. While everyone wonders when this crisis will end, we also wonder what the aftermath will be like for the business world.

Agent Empowerment 66

Agent Empowerment Self service Feedback Surveys 66

NobelBiz

FEBRUARY 9, 2023

Going into 2021, we can foresee a few things that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment. Technology plays a key part in adopting strategies for employee engagement and a seamless employee – agent experience.

Call Center 52

Call Center Gamification Agent Empowerment Contact Center 52

Uniphore

JANUARY 14, 2022

Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? Alan Webber is Program Vice President for Digital Strategy and Customer Experience. How are firms and client partners delivering against the omnichannel experience?

Customer Experience 52

Customer Experience Agent Empowerment Analytics Best practices 52

Playvox

FEBRUARY 2, 2022

We’ll guide you on the journey to becoming a workplace of choice by helping you understand: the root causes of call center agent burnout the benefits of overcoming burnout the right steps and strategies to improve agent performance. Preventing Agent Burnout. There are a number of steps you can take to prevent burnout.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Calltools

APRIL 3, 2024

It’s very difficult to remain competitive until you have managers, agents, tools, and strategies working together to improve every customer’s experience. Remote work should help lower your turnover rate, improve engagement, and give you a more dynamic workforce that lets you pull in remote agents during busy hours.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

CSM Magazine

AUGUST 5, 2021

That’s the verdict of Ross Daniels at Calabrio who shares a 5-point strategy to kickstart your journey towards simplification. Why is simplicity so important, and what are the benefits of simplification for agents, operations managers and customers? We also share winning strategies to inspire your own journey towards simplification.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

NICE inContact

DECEMBER 21, 2015

Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. For the executives, listening to calls and understanding the opportunities and obstacles of the agent provides better insight into performance and the customer experience. Include your agents.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

JustCall

APRIL 9, 2024

Stressed-out agents face burnout during peak times and feel underutilized when things slow down —– it’s not a recipe for success. There are some tried-and-tested strategies to help your call center weather these volume storms and keep things running smoothly. But fear not. So, what can you do during these phases? >

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

Global Response

MARCH 26, 2024

At this moment, it’s critical that your customer service agents are able to resolve the issue quickly and efficiently. Strategies for improving first call resolution The good news is you’re not alone. This will help you determine strategies to preemptively address widespread issues before they result in an influx of calls.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

Playvox

DECEMBER 15, 2022

There has also been a push in acknowledging the effect that agent empowerment and engagement have on the service that organizations ultimately provide to their customers. What Is A Digital Contact Center? When Playvox works with our customers and future advocates, we may occasionally come across a telephone-only operation.

Contact Center 72

Contact Center Average Handle Time Agent Empowerment Service level 72

Talkdesk

NOVEMBER 29, 2017

Bill Hoppin, EVP of Strategy Sales, Marketing and Alliances at TalkIQ. Video #5: How Hotel Tonight, Caviar, and Evernote Build a Culture of Agent Empowerment. Learn how intelligent routing, Salesforce integration, call transcripts and other productivity tools help Peloton’s sales team get smarter about their selling.

Contact Center 40

Contact Center Agent Empowerment Cloud contact Sales 40

SharpenCX

JUNE 30, 2021

If you’ve not yet implemented omnichannel strategy into your customer experience, now’s the time. As a manager, it’s important that you have a deliberate strategy and an intentional schedule for your coaching and training program. Project 3: Support Your Agents Professionally and Personally. Read More ].

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

Tethr

AUGUST 14, 2020

Agents should feel comfortable discussing customer frustrations and personal roadblocks with their managers, team members and the organization as a whole. If your frontline is an untapped information reservoir, it’s time to rethink your company’s strategy. Tethr has your back.

Scripts 105

Scripts Best practices Call Center Enterprise 105

VirtualPBX

FEBRUARY 4, 2025

Consistency in Usage: Ensure all agents use the codes uniformly to generate reliable data for strategy adjustments. Strategic Follow-Ups: Use the data to prioritize follow-ups and tailor collection strategies based on customer responses.

Healthcare 40

Healthcare Agent Empowerment Technical Support CRM 40

Kayako

SEPTEMBER 9, 2022

It also gives the impression that the company is not organized and hasn’t prioritized resources to equip its agents to provide a better experience. A good customer service conversation includes attentive listening, recall of details, empathy, and agent empowerment to pull together resources for a quick resolution.

Customer Service 62

Customer Service Journey mapping Agent Empowerment Customer retention 62

SharpenCX

OCTOBER 8, 2019

Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. And, we’re dishing out tactics and strategies to put the data to use for a better CX. It’s time to use it. We’re here to help. Learn more.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

NobelBiz

MARCH 5, 2024

Call center reporting is an integral component of modern customer service strategy, acting as the foundation upon which companies can measure, understand, and enhance their interactions with customers. Strategy : Prioritize the development of a unified data architecture. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Balto

AUGUST 23, 2024

Pros: Effortless system integration for calls Provides AI-driven recommendations for improved follow-up strategies Streamlined call audits and saves time with transcripts Allows concentration on successful strategies and areas needing improvement.

Call Center 52

Call Center Coaching Surveys Contact Center 52

SharpenCX

OCTOBER 8, 2019

Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. And, we’re dishing out tactics and strategies to put the data to use for a better CX. It’s time to use it. We’re here to help. Learn more.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Balto

JANUARY 3, 2025

From key metrics to advanced AI tools, youll discover actionable strategies to elevate both customer and agent outcomes. Live call center monitoring tools for agents & managers The Evolution of Call Center Monitoring In the ever-demanding world of call center operations, the stakes have never been higher.

Best practices 52

Best practices Call Center First call resolution Coaching 52

JustCall

MARCH 9, 2023

By incorporating omnichannel strategies through your call center software, you would increase customer touchpoints and help them receive better service from your call agents. Salesforce Service Cloud Salesforce Service Cloud Salesforce is perhaps the most popular name known to the customer-focus industry.

Contact center software 52

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

Balto

JANUARY 17, 2025

In this guide, well break down what contact center workforce management truly means, why its a critical part of your operations, and share practical tips to help you level up your strategy. Ready to create a winning WFM strategy? This data forms the foundation of your forecasting strategy. Start with these key steps.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

Balto

JANUARY 2, 2025

Rethinking Call Center Productivity: Beyond the Basics Call center productivity isnt just about efficiencyits the intersection of strategy, technology, and human connection. A call center’s productivity becomes a transformative force when it aligns with customer expectations, agent empowerment, and operational excellence.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52