Fonolo

JANUARY 14, 2021

Better training for agents and leaders will be a big contact center trend in 2021 and beyond. 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. So be prepared to listen and take action!

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

NobelBiz

FEBRUARY 19, 2021

Going into 2021, we can foresee a few things in the contact center space that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment. The post VIDEO & ARTICLE: Top Contact Center Trends in 2021 appeared first on NobelBiz®.

Contact Center 52

Contact Center Agent Empowerment Personalization Customer Experience 52

Calabrio

MARCH 5, 2025

Data Analysis: Transforming Raw Data into Meaningful Patterns Once collected, the CX analytics system undertakes rigorous analysis to identify trends, patterns, and anomalies. Trend Identification: Spotting patterns in customer behavior and preferences. Improved performance management and agent empowerment.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

VirtualPBX

FEBRUARY 5, 2025

By standardizing these codes, organizations can quickly identify trends, measure performance, and implement targeted improvements. A Call Disposition code is a short, standardized label that an agent applies to a call to indicate its outcome. What Are Call Disposition Codes?

Healthcare 45

Healthcare Agent Empowerment Technical Support CRM 45

Calltools

APRIL 3, 2024

Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care. Agent Empowerment Empowering agents often means listening to them and taking their concerns seriously.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Balto

JANUARY 6, 2025

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Side-Screen Guidance: Agents receive guidance directly on their screens, ensuring they stay on track during interactions.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Outsource Consultants

JANUARY 10, 2025

These systems can include trend forecasting, real-time status monitoring, and post-call agent evaluations. Predictive Analytics: Anticipating Customer Needs Predictive analytics uses historical data to forecast future trends and customer behavior. The journey to boost contact center productivity never ends.

Contact Center 67

Contact Center Agent Empowerment Interactive Voice Response outsourcing 67

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

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

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

Calabrio

FEBRUARY 25, 2025

Trending Topics Tool: Leverage AI to automatically break customer conversations into a manageable list of the most common topics and pressing concerns. Agent Coaching and Performance Management: Get automated insights into agent performance, identify training needs, and personalize coaching.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

NobelBiz

FEBRUARY 9, 2023

Contact Center Trends for 2021 For many businesses out there, 2020 will remain a defining year of radical transformation. 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.

Call Center 52

Call Center Gamification Agent Empowerment Contact Center 52

TechSee

MARCH 7, 2019

With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities. Current approaches to agent empowerment. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Talkdesk

JULY 15, 2019

What have those shortcomings been, and how have things been trending? It’s all trending down. . . This has required more focus on agent empowerment and new tools to help them better support customers. Steve: More than anything, the world has moved ahead and legacy contact centers simply haven’t been able to keep up.

Contact Center 53

Contact Center Agent Empowerment Enterprise Metrics 53

SharpenCX

MAY 6, 2021

And, get the trends they’re calling the most important forces impacting the market this year. After all, most agents don’t have a cute puppy to soften the blow of a customer problem. Measuring CES helps you keep a watch on this dangerous trend. That’s the kind of service modern customers expect every time. Get The Buyers Guide.

Metrics 84

Metrics Agent Empowerment Contact Center Customer effort 84

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.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

Contact Center Pipeline

JUNE 3, 2015

How are leading-edge contact centers transforming their quality management tools to empower agents? Calabrio Innovation Center Manager Brad Snedeker identified the following four key trends.

Multichannel 100

Multichannel Quality management Contact Center Management 100

Uniphore

JANUARY 14, 2022

Program Vice President, Customer Experience at IDC Research, Robert Padron, EVP and Chief Growth Officer at Arise and Vijai Shankar, Vice President, Product and Growth Marketing at Uniphore, to know: What are the AI and automation trends that are redefining customer experience?

Customer Experience 52

Customer Experience Agent Empowerment Analytics Best practices 52

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

APRIL 29, 2020

Pair historical data with recent data trends from your real-time numbers. Factor in current business trends, new product or service releases and the net new customer forecasts for each quarter. Often, WFM will cancel scheduled agent coaching sessions when volume spikes. Coaching builds confidence in your agents.

Coaching 76

Coaching Management Contact Center Morale 76

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. The ability to deliver personalized and seamless customer experiences is paramount.

Best practices 52

Best practices Contact Center Management Call Center 52

CSM Magazine

AUGUST 5, 2021

The trend towards flexible workforces has exaggerated the complexity of running a modern contact centre. Here are five tactics to tackle these new complexities from an agent perspective: 1. Make simplicity a top priority. How can organisations gamify day-to-to metrics from a distance?

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

JustCall

APRIL 9, 2024

What causes unexpected call volume fluctuations Seasonal trends: Certain times of the year, such as holidays or peak shopping seasons, may result in increased call volumes. These help direct simple queries to self-service channels , reducing the workload on live agents during peak volume periods.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

Talkdesk

NOVEMBER 29, 2017

Video #3: Top Technology Trends for Service and Inside Sales: It’s About Intelligence. Video #5: How Hotel Tonight, Caviar, and Evernote Build a Culture of Agent Empowerment. Leah Groos, Director of Member Experience at Aduro. Bill Hoppin, EVP of Strategy Sales, Marketing and Alliances at TalkIQ.

Contact Center 40

Contact Center Agent Empowerment Cloud contact Sales 40

Global Response

MARCH 26, 2024

LET’S CONNECT As you analyze data, look for common issues and trends. Review them regularly to identify trends, note any improvements, and pinpoint areas that need attention. Agents need to be able to make decisions and take action to resolve complex issues on the first contact.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

VirtualPBX

FEBRUARY 4, 2025

By standardizing these codes, organizations can quickly identify trends, measure performance, and implement targeted improvements. A Call Disposition code is a short, standardized label that an agent applies to a call to indicate its outcome. What Are Call Disposition Codes?

Healthcare 40

Healthcare Agent Empowerment Technical Support CRM 40

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

teleopti

JUNE 5, 2019

The importance of human connection in business has come back in focus in recent years with the upward trend for customer experience (CX). Forming the frontline between an organization and its customers, the work of contact center agents can easily make or break a customer relationship.

Contact Center 90

Contact Center Chatbots Self service Customer Experience 90

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.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 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 52

Coaching Average Handle Time Customer Experience Metrics 52

Balto

JANUARY 3, 2025

Look for tools with features like: Speech Analytics: Automatically transcribe and analyze customer calls to detect patterns, identify trends, and flag compliance risks. Modern call center monitoring tools , powered by artificial intelligence, make it easier to identify trends, pinpoint challenges, and predict future customer behaviors.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Balto

AUGUST 23, 2024

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Side-Screen Guidance: Agents receive guidance directly on their screens, ensuring they stay on track during interactions.

Call Center 52

Call Center Coaching Surveys Contact Center 52

NobelBiz

MARCH 5, 2024

By leveraging Nobelbiz’s innovative reporting solutions, companies can not only track key performance indicators (KPIs) such as call resolution times, customer satisfaction scores, and agent productivity levels but also identify trends, forecast demands, and pinpoint areas for improvement.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Balto

JANUARY 2, 2025

A call center’s productivity becomes a transformative force when it aligns with customer expectations, agent empowerment, and operational excellence. Calls Answered: Meeting Demand with Precision AI-driven analytics predict call volume trends, enabling better staffing and resource allocation.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

Comm100

DECEMBER 1, 2017

CCW Digital’s report notes, one reason for this is the trend of companies switching from a transactional approach to the customer experience to a relationship-driven one. It turns out, companies are serious about wanting to empower agents. The subsequent investment priorities reflect the same trend.

Contact Center 48

Contact Center Customer centricity Journey mapping Benchmark 48

Balto

JANUARY 17, 2025

To get accurate predictions, you need a data-driven approach that leverages historical numbers, trends, and patterns. Focusing on these areas will help you enhance the effectiveness of your agents and, consequently, the quality of your customer service. That said, the process isnt always easy.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

NICE inContact

FEBRUARY 16, 2016

While embraced by many, there is still a contingent that has been hesitant to adopt this new trend, for reasons we will explore here. With these developments we’ve seen the rise of the remote worker, who doesn’t need to make an office appearance to get the same work done. The first and most frequent concern is regarding employee productivity.

Transportation 48

Transportation At home agents Technology Feedback 48