CCNG
JANUARY 18, 2023
One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. Agents who feel empowered are comfortable making decisions on their own, which gives them a keen sense of ownership with every customer interaction. The concept is simple.
Aspect
JULY 11, 2017
Still, the majority of agents said they plan on staying with the company where they are currently employed. Turns out one of the key factors to keeping employees engaged is having the most up to date technology to service customers. But what makes an employee engaged? Click here.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Balto
OCTOBER 23, 2024
As these technologies improve, these bots are getting better at recognizing context and intent, making them more useful in guiding humans through simple processes. However, their true strength lies in complementing human agents. What is agent empowerment?
Noble Systems
JANUARY 29, 2019
Advancements in technology have contact centers light years ahead of where they were five – even two years ago. ” Dan Belmont, a senior consultant for WMP, writes that savvy executives will “swiftly and fully integrate tools, people, systems, information, and operational technology to align with serving the customer.”.
Contact Center Pipeline
NOVEMBER 5, 2015
An empowered work environment is one in which agents have a sense of ownership over their work and the right tools to do their job efficiently and effectively. While empowerment can be applied through processes and policies, technology can also empower frontline staff to increase their productivity, performance and engagement.
Eptica
JANUARY 31, 2022
Author: Pauline Ashenden - Demand Generation Manager Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience. Read the full article on our parent company Enghouse Interactive’s site here.
Callminer
AUGUST 1, 2017
Have the best technology – Finicky technology that makes day-to-day functions difficult, adds to the frustration and takes up far more time and man-power than most realize. HEG uses proprietary technology, like EduMaximizer, to deliver targeted enrollment leads to for-profit and nonprofit education clients. Too many portals…”.
Expert insights. Personalized for you.
195 
Let's personalize your content