Blog

Agent empowerment is vital to contact center success. Empowered agents deliver better service, stay longer, and improve the customer experience.

How you treat the agents matters! Use the following six essential people skills steps to engage agents and make their daily work experience full of meaning and importance to the business.

As with any economic downturn, the current situation will have positive and negative impacts on how organizations manage and deliver customer service. Taking a step back and looking at overall operations – and how technology supports them – is vital for making the right decisions moving forward.

For organizations to improve their overall customer experience (CX), they must focus on how they engage with their customers, by listening understanding, and acting on what customers are telling you, and by ensuring that you’re providing your staff (front-line, back-office, and support) with the tools they need act efficiently and effectively.

Using the right approach will enable your organization to mitigate risk, deliver better service, protect customers and agents, and ensure that all customer contacts result in positive outcomes.

Contact Center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy. How do you make sure?

Integrating video will accelerate the transformation of your contact center into a powerful revenue generator.