NICE inContact

OCTOBER 3, 2017

Of course, organizations can’t always control through which channel a customer initially makes contact, but with good training, processes, and an omnichannel platform, your agent can easily escalate the issue to a phone call based on issue complexity before the customer becomes more frustrated or angry.

Agent Empowerment 48

Agent Empowerment Benchmark Contact Center Coaching 48

Taylor Reach Group

APRIL 27, 2020

Similarly, not empowering agents with the authority to resolve issues also creates friction and unpleasant outcomes for the agent and customer alike. Incredibly, many organizations limit agent empowerment in the mistaken belief that the agents cannot be trusted with making such decisions.

Agent Empowerment 137

Agent Empowerment Consulting Consulting Coaching 137

Noble Systems

JANUARY 29, 2019

Streamlined desktops up-to-date technology are important, but so are workforce development, training and professional education. Next steps: get details on the latest tools contact centers are using to improve the agent desktop experience and more essential elements of a modern contact center.

Agent Empowerment 47

Agent Empowerment Contact Center Customer centricity Surveys 47

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. Training can also be incentivized.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

VirtualPBX

FEBRUARY 5, 2025

Ensure Compliance: Train staff to record dispositions accurately while strictly adhering to HIPAA and confidentiality standards. Consistent Training: Regularly train and update staff on proper code usage to ensure consistency across the organization.

Healthcare 45

Healthcare Agent Empowerment Technical Support CRM 45

Talkdesk

NOVEMBER 9, 2017

As we go through training for new agents, these top agents to the training for the new agents. We also reward agents by allowing them to write their own schedules that was a huge incentive for agents to be top performers. They do compete against each other and those who rise to the top get rewarded.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Talkdesk

NOVEMBER 9, 2017

As we go through training for new agents, these top agents to the training for the new agents. We also reward agents by allowing them to write their own schedules that was a huge incentive for agents to be top performers. They do compete against each other and those who rise to the top get rewarded.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Outsource Consultants

JANUARY 10, 2025

These tools can identify customer sentiment, detect compliance issues, and highlight areas for improvement in agent performance. As you harness these powerful technologies, the next step is to equip your agents with the right tools and training to maximize these technological advancements.

Contact Center 67

Contact Center Agent Empowerment Interactive Voice Response outsourcing 67

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.” By eliminating repetitive tasks, agents can focus on the more engaging, value-driven parts of their work.

Agent Empowerment 52

Agent Empowerment Call Center Morale Contact Center 52

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. Ensure that departments work together.

Contact Center 91

Contact Center Agent Empowerment Interactive Voice Response Contact center software 91

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

Calabrio

MARCH 5, 2025

Improved performance management and agent empowerment. In the process, they equip leaders to identify skill gaps, deliver targeted coaching, and develop effective ongoing training programs. But with analytics trained on key parts of their CX, they gained the insights needed to uncover the root causes of these issues.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

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. How Does WFM Impact the Agent Experience?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Balto

JANUARY 6, 2025

The Advantages of Balto Ensures script adherence with automated alerts Facilitated onboarding with on-the-job training Comprehensive insights enabled by BaltoGPT Identifies coachable moments and offers quick response suggestions Automated manager alerts for key moments Maximizes revenue with agent empowerment and efficient scaling of best practices (..)

Call Center 52

Call Center Coaching Surveys Contact Center 52

Talkdesk

NOVEMBER 9, 2017

As we go through training for new agents, these top agents to the training for the new agents. We also reward agents by allowing them to write their own schedules that was a huge incentive for agents to be top performers. They do compete against each other and those who rise to the top get rewarded.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Calabrio

FEBRUARY 25, 2025

Here are some of the things theyve had to say: The support staff has been less than stellar The training provided to support the back end such as script building and maintenance wasn’t sufficient. NICE customers have regularly reported issues with support, during the implementation process and beyond.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Calabrio

MARCH 22, 2025

Modern workforce management encompasses critical tasks like contact center forecasting and scheduling , as well as the staffing, onboarding, training and development processes that are part of empowering, engaging, and retaining productive contact center employees. AHT is a key indicator of operational efficiency within the contact center.

Best practices 52

Best practices Contact Center Management Call Center 52

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. They also use the tool to schedule tasks and trainings outside of an individual employee’s specialties to expertise in other disciplines.

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

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. Provide Ongoing Training: Continuously train agents on how to leverage AI tools effectively.

Contact Center 52

Contact Center Agent Empowerment Best practices Chatbots 52

Vistio

NOVEMBER 7, 2022

Let’s dive in to some of the ideas we share at the conference, namely our focus on Agent Satisfaction as our main metric. [ 8:38 – 9:28 ] Agent empowerment is when an agent understands and solves the customer’s problem and then goes beyond to make a connection with the customer.

Metrics 52

Metrics Agent Empowerment Automotive Contact Center 52

NICE inContact

APRIL 9, 2019

“This call may be used for quality or training purposes…” Have you ever wondered about that notification when you call a business? While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers.

Agent Empowerment 55

Agent Empowerment Coaching Contact Center Quality management 55

Playvox

FEBRUARY 2, 2022

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. Deliver Targeted Training. There are a number of steps you can take to prevent burnout.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Bright Pattern

MARCH 22, 2018

As the fastest growing company in Texas, TruSource Labs relies on Bright Pattern to deliver innovative tech support services for Internet of Things (IoT) consumer products.

Technology 41

Technology Agent Empowerment 41

Calabrio

FEBRUARY 25, 2025

Agent Coaching and Performance Management: Get automated insights into agent performance, identify training needs, and personalize coaching. Focus on Agent Empowerment: Calabrio ONE equips agents with the intuitive tools and easy access to insights they need to stay engaged and deliver improved outcomes.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Tethr

DECEMBER 23, 2020

Growth of Agent Empowerment . Whether your team needs additional training or simply more empowerment, it’s worth the investment. They may turn to unsanctioned channels for help—like that YouTuber—or to social media to complain about your brand.

Customer Experience 72

Customer Experience Agent Empowerment Self service Chatbots 72

Customer Service Life

DECEMBER 15, 2017

Tracking how the team and individuals are performing on the different areas of the quality form will give you a better idea of where coaching, training, and agent empowerment efforts should be focused. What’s next?

Coaching 74

Coaching Agent Empowerment outsourcing Contact Center 74

pindrop

FEBRUARY 12, 2020

Check for Agent Empowerment . Companies that set the bar for customers experience often are the ones that empower their agents to solve problems and go “above and beyond” for their customers. Odds are, that the agent and their manager prefer call throughput vs fixing another non-critical issue for a customer. .

Contact Center 52

Contact Center Customer Experience Agent Empowerment Call flow 52

SharpenCX

MAY 6, 2021

Transferring a customer to another department, agent, or supervisor is one of the top issues plaguing your customers’ satisfaction. Customers cited a lack of agent empowerment as one of their main sources of customer rage in 2020. That’s right. What’s more? When you measure ACR, you get the insight you need to improve it.

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

SharpenCX

JUNE 30, 2021

And if you use a platform like Sharpen’s , you can pair your omnichannel service with training and coaching all in the same platform. Project 2: Create a Compelling Coaching and Training Program (& Make Use of These Resources!). Productive coaching and training doesn’t just happen organically. Train agents as a team.

Customer Service 67

Customer Service Coaching Contact Center Agent Empowerment 67

JustCall

APRIL 9, 2024

Cross-training agents Cross-train agents on diverse products, processes, and queues well in advance. This ensures agents can handle queries across different skill sets. When call volumes surge in one area, you can move cross-trained staff from other queues for uninterrupted service delivery.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

Calltools

APRIL 3, 2024

Add intelligent call routing (ICT) to your center’s technology to help frustrated callers connect to professionals trained to solve their unique problems. Nurture Agent Care Contact centers have high turnover rates ( 30-45% annually ) that harm customer care and increase costs. They want to see their careers progress.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Contact Center Pipeline

MAY 29, 2015

Other hot topics for the past month included a WFM excel trick for counting days, findings from our recent Contact Center Training Poll, advice for empowering agents, and the […].

Schedule adherence 100

Schedule adherence Contact Center Agent Empowerment Call Center 100

CSM Magazine

NOVEMBER 3, 2023

With a corpus of billions of training data records underlying them, they’ve already absorbed the relevant patterns and key phrases, not just for standard requests, but also for niche and a plethora of domain-specific interactions. Early adopters have the power to set new standards for customer service. They’ll get better ones, every time.

Customer Service 52

Customer Service Agent Empowerment Average Handle Time Healthcare 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.

Brand ambassadors 48

Brand ambassadors Agent Empowerment Contact Center Enterprise 48

Global Response

MARCH 26, 2024

Enhance agent training and knowledge. The most basic first step is to ensure your agents are properly trained. Agents should also receive training in effective communication techniques, such as active listening, empathy, and clear articulation. Do your agents need a bit more training?

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

CSM Magazine

OCTOBER 4, 2022

Contact center agents are on the front lines addressing customer issues and remedying customer pain points, yet agent burnout and attrition are rising while the ongoing labor shortage increases the cost of recruiting and training agents. Automated Call Summaries .

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

Talkdesk

MARCH 2, 2018

Quickly, yet meaningfully connecting with a customer is difficult enough for agents who have the information they need. Lack of knowledge – poor training. Agent empowerment is the key to performance. Great training is the key to agent empowerment. The challenge of training goes beyond course material.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40