NICE inContact

DECEMBER 12, 2016

”, perhaps a better question to ask is, “Are my agents empowered enough to handle things themselves?” ” A 2016 study shows that the vast majority of agents surveyed indicate helping customers and solving customer issues as their primary motivators… Is your organization enabling them to do so?

Contact Center 74

Contact Center Agent Empowerment Customer Service Finance 74

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

Balto

SEPTEMBER 21, 2022

Reaffirms commitment to agent empowerment for retention and growth in the contact center. These incremental capabilities will help contact centers achieve high levels of customer growth, improve customer satisfaction, and reduce average handle times, while retaining agents who will be more satisfied with their jobs.

Contact Center 52

Contact Center Agent Empowerment Gamification contact center workforce 52

SharpenCX

JUNE 24, 2020

Let’s walk through five performance management techniques you can use to improve your agents’ experience at work, and your customers’ experience with your brand. Recognize how your agents’ empowerment & engagement impacts performance. You can’t address challenges in your contact center without understanding them, first.

Management 128

Management Customer Service Agent Empowerment Contact Center 128

Tethr

APRIL 30, 2020

Leading practitioners are focusing more on measuring the ongoing engagement and empowerment of the team. Some can be measured using both structured (feedback surveys) and unstructured (deriving preparedness, anxiety and discretionary effort) via advanced enterprise listening platforms like Tethr.

Agent Empowerment 66

Agent Empowerment Self service Feedback Surveys 66

NICE inContact

APRIL 9, 2019

Quality Monitoring has the potential to make significant contributions to the success of a contact center by creating an effective balance between operational requirements and agent empowerment. For example, data from evaluated calls can be used within a performance improvement process to improve agent development and engagement.

Agent Empowerment 55

Agent Empowerment Coaching Contact Center Quality management 55

SharpenCX

MAY 6, 2021

Often, it’s measured with a single question in a customer survey: “How easy was it for you to resolve your problem today?” Then, based on the surveys, you calculate an average “effort” score. But truth be told, surveys alone can give you a narrow view of your customer experience. That’s right.

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

Contact Center Pipeline

FEBRUARY 26, 2015

I work with many companies looking to decrease attrition, and the same set of three problems shows up again and again in the initial employee engagement surveys. Lack of empowerment Lack of information Lack of the basic knowledge needed […]. Have you ever heard the saying, “There’s a reason we have two ears and one mouth”?

Management 100

Management Employee engagement Surveys Agent Empowerment 100

Global Response

MARCH 26, 2024

Review survey responses and analyze call recordings to understand why specific calls weren’t resolved the first time. Do your agents need a bit more training? After each support interaction, send the customer a survey to see whether the agent resolved his issue. Leverage customer feedback and data analytics.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

Balto

AUGUST 23, 2024

Key Highlights: Easy Survey Building: Qualtrics offers an intuitive platform with a drag-and-drop functionality that makes it easy to create interactive surveys. Customization Options: With Qualtrics, you can customize customer surveys with different question types and branching logic.

Call Center 52

Call Center Coaching Surveys Contact Center 52

NICE inContact

DECEMBER 21, 2015

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. Agent empowerment is the new norm within many contact centers. Calibrate across all Channels.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

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

DMG Consulting

APRIL 8, 2024

The enhancements are valuable because they improve contact center performance, lay the groundwork for a new generation of cloud- and AI-based WFM solutions, and focus on employee empowerment to improve employee engagement and reduce agent attrition. These solutions were identified by 37.5

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. We’re here to help.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. We’re here to help.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Aspect

NOVEMBER 22, 2017

It is safe to say that customer service agents and contact center agents don’t always have the most glamorous jobs, especially around the holidays (what happened to holiday cheer?), Earlier this year , we surveyed a large group of agents to learn about the true agent experience.

Customer Service 59

Customer Service Contact Center Chatbots Surveys 59

Comm100

DECEMBER 1, 2017

Out of the organizations surveyed for the report, 49% generate over one billion dollars in annual revenue, and 72% have multiple contact center sites. This makes it the fourth most important goal for companies surveyed. Improving the Agent Experience: Examining Strategies. ” Empowering Agents as a Top Investment Priority.

Contact Center 48

Contact Center Customer centricity Journey mapping Benchmark 48

Balto

JANUARY 2, 2025

A call center’s productivity becomes a transformative force when it aligns with customer expectations, agent empowerment, and operational excellence. Impact: Provides agents with confidence to handle difficult conversations, boosting CSAT scores. This leads to recurring issues and declining satisfaction scores.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

Balto

JANUARY 3, 2025

Automated Compliance Alerts: Protect agents from costly errors by flagging required disclosures or compliance risks in real time. Customizable Scripts: Allow agents to adjust scripts to their own voice while maintaining adherence to company guidelines.

Best practices 52

Best practices Call Center First call resolution Coaching 52

NobelBiz

MARCH 5, 2024

Agent Empowerment and Efficiency : Our solutions provide detailed performance analytics, facilitating targeted training and development programs that empower agents and enhance productivity. Use surveys, feedback forms, and social media monitoring to gather insights.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

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

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. IVRs Will Get A Much-Needed Update.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

SharpenCX

OCTOBER 29, 2019

“Here’s a common scenario: A company selects “delighting the customer” as a strategic objective and decides to track progress on it using customer survey scores. Whatever the case may be, it all boils down to agent empowerment. Look to your escalation rate to see which agents are handing over calls.

Metrics 64

Metrics Call Center Customer Service Coaching 64

Balto

JANUARY 18, 2025

Typically measured through post-call surveys, CSAT reflects the immediate outcome of your call center strategy. A low NPS can highlight gaps in managing remote call center agents, inconsistent service, or inadequate problem resolution.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Typically measured through post-call surveys, CSAT reflects the immediate outcome of your call center strategy. A low NPS can highlight gaps in managing remote call center agents, inconsistent service, or inadequate problem resolution.

Best practices 52

Best practices Call Center Metrics Management 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: Genesys Cloud, RingCentral, Five9, Twilio 4.

Call Center 52

Call Center Agent Empowerment Interactive Voice Response Self service 52

Calabrio

MARCH 10, 2025

While CSAT surveys offer a valuable snapshot of overall sentiment, a QA scorecard delves into the specifics of each interaction, providing actionable insights that drive continuous improvement. Enhance Agent Empowerment: Providing agents with clear, objective feedback through a QA scorecard fosters a culture of continuous improvement.

Call Center 40

Call Center Coaching Quality management Contact Center 40