How to Empower your Contact Centre Agents to Improve the Customer Experience and Revenue

Empowering your call centre agents is a sure-fire way to improve the customer experience and drive revenue, but how do you empower some of your most junior, inexperienced staff? Part of the answer is to give them the tools they need to make the right decisions at the right time, but an equally important (and often overlooked) aspect is how these solutions are implemented and the processes surrounding them.

To explain, we take a look at three of the most useful solutions to help improve the customer experience and revenue: knowledge management software, a comprehensive CRM system and speech analytics.

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