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Inside View: TCL North America

If you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. Although the brand is a worldwide leader in TV...
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Inside View: CARiD

When you think of brands that deliver service that “wows” customers, an automotive aftermarket parts and accessories business may not be the first thing...
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Inside View: MOO

Online print and design company MOO launched in 2006 with a compelling vision: To disrupt the trillion-dollar global print industry by delivering cost-effective yet...

The Road to Hell Is Paved with Good Intentions

My mother had a lot of children… 10 to be exact. She had multiple means of teaching this brood of children acceptable social behaviors....
Employee Advocacy: Common Missteps to Avoid in a successful employee advocacy program at your contact center

Employee Advocacy: Common Missteps to Avoid

While a successful employee advocacy program can boost your company’s credibility, visibility and even revenue, the reality is that many companies attempt to launch...
Employee Advocacy is Rooted in Call Center Culture

Elements of an Employee Advocacy Program

If you are considering rolling out an employee advocacy program, there are a few critical core elements that need to be in place to...
Employee Advocacy is Rooted in Call Center Culture

Employee Advocacy Is Rooted in Culture

Businesses pour an incredible amount of time and budget into creating positive buzz on social media. While tweeting, liking and sharing have been largely...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Consider an Internal Advocacy Program

Employee advocacy can be very impactful if there is a really clear and articulated business case for the program, and if every element of...
Key Drivers Contact Center Agent Engagement

4 Key Drivers of Agent Engagement

What is it that makes the agents in certain contact centers especially enthusiastic about their jobs and more committed to delivering a high-quality customer...
The Power of Collaboration in the Contact Call Center

Technology to Empower Agents: Intelligent Desktops

An empowered work environment is one in which agents have a sense of ownership over their work and the right tools to do their...
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Inside View: HomeServe USA

In recent years, some service providers have subscribed to the theory that companies should strive to provide a level of customer service that is...
Empower Frontline Staff with QM Tools

Empower Frontline Staff with QM Tools

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...