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…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Fonolo

JANUARY 26, 2023

Agent Empowerment The evolving role of the agent in the contact center was one key trend many of our influencers are watching. Fear not – according to our influencers, AI will soon take the role of helpful assistant, performing repetitive and monotonous tasks, and leaving agents free to handle more complex queries.

Contact Center 126

Contact Center Agent Empowerment Self service Employee engagement 126

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.”.

Agent Empowerment 47

Agent Empowerment Contact Center Customer centricity Surveys 47

TechSee

JANUARY 8, 2019

The visual experience is powered by a variety of technological solutions for different use cases. Live Video Assistance refers to a live video engagement between an agent and a customer needing assistance. The solution is simple – use visual engagement in the form of co-browsing, screen sharing or live video technologies.

Agent Empowerment 167

Agent Empowerment Banking Sales Customer Service 167

TechSee

APRIL 16, 2019

Acknowledging and addressing agent pain points – such as lack of career progression, low pay, frustration with repetitive tasks and inadequate technology – demonstrates effective leadership and helps the drive toward agent empowerment, ultimately benefiting contact center productivity. Improving Contact Center Culture.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Fonolo

JANUARY 14, 2021

Create opportunities for agents to voice their suggestions and concerns. But remember: agent empowerment only works if leadership listens and follows through on their feedback. In that case, it’s worth it to identify common stressors and find solutions to ease the burden off your agents. Offer support proactively.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

Balto

OCTOBER 29, 2024

This blog captures the key takeaways from our recent webinar, “ The Future of Home Services: Merging Lead Intake Automation with Agent Empowerment.” The companies that will thrive are those that use AI to support agents in meaningful ways—whether through seamless CRM integration, real-time call guidance, or smart lead management.

Agent Empowerment 52

Agent Empowerment Call Center Morale Contact Center 52

VirtualPBX

FEBRUARY 5, 2025

Whether youre in healthcare, sales, customer service, debt collection, or technology support, Call Disposition Codes help you categorize and analyze interactions efficiently. Evolving Definitions: Regularly update and refine codes to match the fast-paced nature of technology and support scenarios.

Healthcare 45

Healthcare Agent Empowerment Technical Support CRM 45

VocalCom

MARCH 12, 2018

To keep agents organized and focused, managers may present them with a rigid protocol. However, good management is only part of ensuring agent success. Agent empowerment is equally essential, and that means giving agents a voice when establishing contact center practices.

Contact Center 91

Contact Center Agent Empowerment Interactive Voice Response Contact center software 91

Outsource Consultants

JANUARY 10, 2025

These technologies offer unprecedented insights and capabilities to further enhance your contact center’s performance. These technologies offer unprecedented insights and capabilities that significantly enhance performance and customer satisfaction.

Contact Center 67

Contact Center Agent Empowerment Interactive Voice Response outsourcing 67

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

JANUARY 6, 2025

While many of the solutions weve reviewed are promising, its needless to say that Balto is miles ahead in terms of ease of use, technology, and ROI. Final Thoughts Alright, so that was our two cents on the best call center quality assurance software solutions.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Calabrio

MARCH 22, 2025

How do you ensure all those layers of teams, policies, processes, and technologies are pulling in the same direction? Managing Technology: The contemporary contact center is an increasingly digital place. The right technology is key to facilitating contact center activity and accelerating improvement.

Best practices 52

Best practices Contact Center Management Call Center 52

Fonolo

MAY 30, 2023

These resources include time, staff, technology, and processes. 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.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

NICE inContact

FEBRUARY 23, 2016

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions.

Agent Empowerment 50

Agent Empowerment Multi-channel support Contact Center Cloud contact 50

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

Calabrio

FEBRUARY 25, 2025

So, whether youre struggling to keep up with ever-evolving omnichannel customer demands, dealing with agent turnover, or simply curious what other technologies are available to help your cause, this guide is for you. Dig into some of the challenges NICE users face hereand explore some of the top NICE WFM competitors and alternatives.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Calabrio

MARCH 5, 2025

Improved performance management and agent empowerment. By identifying problems like inefficient call routing and technology limitations, shrunk wait times and average handle times while driving a $2.7M Leading contact center quality management solutions provide comprehensive evaluations of 100% of interactions.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

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.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Bright Pattern

MARCH 8, 2018

So, it should come as no surprise that three out of five of our top tips for elevating the customer experience in enterprise contact centers are related to agent engagement and empowerment through tools and technology. The following are our five favorite ways to boost agent productivity:

Technology 59

Technology Enterprise Contact Center Sales 59

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. More than half of Idaho Central’s agents maintain a perfect attendance record. THE ONE AWARDS WINNERS. The Leader – Idaho Central Credit Union.

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

CSM Magazine

JULY 28, 2021

Transformative Tech – Examine the ways in which technological solutions such as chatbots, AI, and agent empowerment tools are revolutionizing customer support by improving operational efficiency.

Customer Support 59

Customer Support Agent Empowerment Chatbots Consulting 59

Contact Center Pipeline

JUNE 8, 2017

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately. The publicity has been a bit unsettling, though, given the tendency to couple the acronym AI with the word “replace”—as in “AI Will Replace Half of All Jobs in the Next Decade” or “Could […].

Agent Empowerment 265

Agent Empowerment Contact Center Call Center Technology 265

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. The Report analyzes WFM market activity and provides 5-year projections. To order your copy of the Report, visit dmgconsult.com.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

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

Calabrio

FEBRUARY 25, 2025

Theres also very frequently overlap between so-called CX platforms and technology termed customer engagement (CEM) solutions, customer journey analytics platforms, and customer relationship management (CRM) solutions, as well as voice of the customer solutions, customer data platforms, contact center platforms, and more.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Talkdesk

JULY 15, 2019

There’s no way to easily extend capabilities with new technologies like AI. Jon: Contact center technology aside, customer expectations have been changing as well, so let’s talk about that. This has required more focus on agent empowerment and new tools to help them better support customers. It’s all trending down. . .

Contact Center 53

Contact Center Agent Empowerment Enterprise Metrics 53

Playvox

FEBRUARY 2, 2022

It starts with a foundation made up of the right technologies and best practices. Other factors agents cite for burnout are: Lack of training Lack of a career path Frustrating technology tools. Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. Getting Started.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Tethr

OCTOBER 23, 2018

Without stealing too much thunder from the article, what T-Mobile teaches us is that it’s easy to say we care about frontline agent empowerment, but it’s something else entirely to actually put the customer experience into the hands of the front line. saying the customer’s name three times, thanking the customer for her loyalty, etc.).

Agent Empowerment 48

Agent Empowerment Scripts Customer centricity Enterprise 48

Uniphore

JANUARY 14, 2022

Organizations looking to differentiate must embrace modern technologies to meet increasing expectations for service excellence.? Customers are vouching for brands that empower their agents and treat employees better. Register Now. 2022 is the year where companies are innovating to thrive and succeed in the service-driven economy.

Customer Experience 52

Customer Experience Agent Empowerment Analytics Best practices 52

Vistio

APRIL 22, 2024

With advancements in natural language processing (NLP), machine learning (ML), and automation technologies, the potential for AI-driven customer service solutions seems limitless. Agent Empowerment: AI can be a valuable ally for your customer service agents.

Contact Center 52

Contact Center Agent Empowerment Best practices Chatbots 52

NICE inContact

AUGUST 25, 2016

Historically, contact center technologies were intended to empower agents, but required managing multiple applications and time-consuming training to master the endless system and customer nuances. The days of technology-driven process design are over. It has never been more important to focus on empowering the frontline.

Brand ambassadors 48

Brand ambassadors Agent Empowerment Contact Center Enterprise 48

CSM Magazine

JUNE 22, 2023

Agent Empowerment and Scheduling: Grant is Calabrio ONE’s AI-enabled virtual assistant who has revolutionised scheduling for agents and managers alike. Grant liberates agents from mundane tasks empowering them to maximise their time. “We are honoured to win this distinguished award.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Coaching 52

SharpenCX

JUNE 30, 2021

Technology is definitely part of delivering good customer service. What can you do to support your team through changes in technology and shifting customer expectations? Investing in quality tools and technology in your contact center can go a long way. Clunky software and inefficient integrations slow your agents down.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

CSM Magazine

JULY 14, 2022

In addition, flexible working has expanded the talent pool outside the traditional office-based locality, meaning agents have a greater choice of employers and expect the right tools and technology to be in place to support them, wherever they are. . WEM to the rescue: one solution – additional revenue.

Management 59

Management Agent Empowerment Analytics Cloud contact 59

Kayako

SEPTEMBER 9, 2022

Before the COVID-19 lockdowns, many companies were moving toward automation and using technology to improve customer service functions. During the stay-at-home orders and aftermath, companies accelerated their digital technology initiatives. Technology continues to evolve across channels. Discover Kayako Single View.

Customer Service 62

Customer Service Journey mapping Agent Empowerment Customer retention 62

Talkdesk

NOVEMBER 29, 2017

Despite significant advancements in technology, the phone support experience has remained unchanged for 30 years. Gadi Shamia reveals five opportunities for contact center leaders to use technology to deliver a truly unique customer experience. Video #3: Top Technology Trends for Service and Inside Sales: It’s About Intelligence.

Contact Center 40

Contact Center Agent Empowerment Cloud contact Sales 40