Talkdesk

NOVEMBER 9, 2017

Talkdesk brought together a panel of customer leaders at Dreamforce 2017 to learn how they built outstanding cultures of empowerment. The post How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency appeared first on Talkdesk.

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Agent Empowerment Contact Center Metrics Best practices 40

JustCall

APRIL 9, 2024

Let’s dive into some practical tips to conquer those call fluctuations! Read more: Manage high call volume with ease using IVR automation Seven tips for managing seasonal and unexpected call fluctuations Unexpected spikes and dips in call volumes are normal. Here are seven proven tips to handle seasonal fluctuations: 1.Accurate

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

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. Use these tips to effect a more holistic contact center management approach: 21.

Best practices 52

Best practices Contact Center Management Call Center 52

Contact Center Pipeline

MARCH 18, 2015

In a previous blog post, I provided tips to help managers and team leaders prepare their frontline agents to handle irate callers. It’s also important to provide support for your agents after an irate call: An upset agent can actually cause their next caller to become irate. Have you ever seen this?

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Agent Empowerment Management Morale Contact Center 113

Talkdesk

NOVEMBER 9, 2017

Talkdesk brought together a panel of customer leaders at Dreamforce 2017 to learn how they built outstanding cultures of empowerment. The teams satisfy customers to the point that they are revenue drivers instead of cost centers for their companies.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Knowmax

OCTOBER 10, 2023

Check Out The Tips, Scripts, and Phrases For Best Customer Service Conversations With Examples Inside And Learn The Top 5 Things To Avoid.

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Scripts Customer Service Agent Empowerment Customer Experience 52

TechSee

MARCH 7, 2019

Deploying the most effective and sustainable VEA would require the integration of multiple technologies, such as interaction guidance, decision support, robotic process automation, workflow optimization and agent career path development. Current approaches to agent empowerment. Team-based models.

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Gamification Contact Center Agent Empowerment Self service 104

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. Improved scheduling so agents are more available. They are enabled to provide exceptional customer service.

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Average Handle Time Interactive Voice Response Agent Empowerment Contact Center 80

Contact Center Pipeline

MAY 29, 2015

Our top blog post in May focused on an age-old challenge for many contact centers—schedule adherence—and offered tips for creating a culture that promotes good attendance.

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Schedule adherence Contact Center Agent Empowerment Call Center 100

SharpenCX

APRIL 29, 2020

Pro tip: With in-line training and microlearning lessons , you don’t have to plan for tons of out-of-queue time to coach your team. Instead, you can plan for quick 5-minute coaching sessions where agents can zip through a coaching module that’s waiting in their queue between interactions.

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Coaching Management Contact Center Morale 76

NICE inContact

DECEMBER 21, 2015

This process validates the effectiveness of individuals evaluating agent performance and improving customer service. This blog offers tips on adding or revising calibrations as part of your Quality Management program. Include your agents. Agent empowerment is the new norm within many contact centers.

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Calibration Agent Empowerment Quality management Contact Center 48

teleopti

DECEMBER 2, 2019

For more hints and tips, download the brand new “ Teleopti WFM Guru Guide with Fexco: Tips for Smoother Planning & Engagement ”. They should be approachable so if something is taking a long time and really bugging you, you’ll have no hesitation in obtaining the help you need to grow your WFM solution and become a WFM guru.

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Coaching Employee engagement Consulting Consulting 68

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:

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Technology Enterprise Contact Center Sales 59

Comm100

DECEMBER 1, 2017

Tip: Designing annual priorities will be unique to each contact center, and may depend on company history, culture, and customer experience goals. Tip: Begin to examine your existing contact center processes. Tip: Pay attention to customer demographics, culture, and feedback when crafting your customer engagement strategy.

Contact Center 48

Contact Center Customer centricity Journey mapping Benchmark 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. Which agents do they interact with?

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. Which agents do they interact with?

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 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. Of course, you need to make sure your agents are properly trained and equipped before assuming that its a numbers problem.

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contact center workforce Contact Center Management call center workforce 52

teleopti

JULY 15, 2019

Promote healthy competition and make learning fun – make the most of advanced WFM reporting and dashboards to provide a real-time snapshot of agent and team performance against specific contact center KPIs or customer SLAs in a fair and transparent way. Follow these seven steps for a happier, inspired and motivated team!

Gamification 57

Gamification Contact Center Self service Chatbots 57

SharpenCX

OCTOBER 29, 2019

Or, maybe your skills-based routing was handing off too many interactions to Jonathan, a rockstar agent, even though he was crazy busy. This metric gives you a kick-off point to jump in and learn the daily flow of each of your agents. Whatever the case may be, it all boils down to agent empowerment.

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Metrics Call Center Customer Service Coaching 64

CCNG

FEBRUARY 12, 2025

Agent Empowerment: A contact center equipped agents with better tools to handle recurring issues, reducing repeat calls by 30%. Facilitation Tip: Ask: What common frustrations do we hear most often? Facilitation Tip: Use the 5 Whys Technique: Ask Why? Facilitation Tip: Ask: How will we know this is working?

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Agent Empowerment Metrics Contact Center Wait times 195

Balto

JANUARY 17, 2025

Whether youre looking for contact center strategies to improve performance or call center management tips to enhance day-to-day operations, the following KPIs will shape the foundation of your success. 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

Analytics Call Center QA Scorecards: 7 Tips for Quality Assurance and CX Excellence Share When 75% of customers report that theyre willing to spend more with businesses that offer a good customer experience, many contact center operators might respond with surprise. 3 out of every 4 consumers is a huge proportion, after all.

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Call Center Coaching Quality management Contact Center 40