2019, Agent Empowerment and Morale - Customer Contact Central

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2019

Agent Empowerment

Morale

Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Virtual Employee Assistants (VEA) – or digital buddies – have been tapped as an effective solution to help contact centers both support and motivate their agents.

Gamification

Gamification Contact Center Agent Empowerment Self service

Meet Customer Needs Without Overwhelming Your Agents: 6 Workforce Management Strategies to Engage your Team and Still Surpass High Customer Expectations

SharpenCX

APRIL 29, 2020

What happened in May of 2019, and how did volume compare with April and June of 2019? In May of 2019, you handled an average of 2000 interactions per day. But during the average month in 2019, not peak season, you typically handled 1000 interactions per day. Remember – agents are an integral part of your company, too.

Coaching

Coaching Management Contact Center Morale

Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

Meet Customer Needs Without Overwhelming Your Agents: 6 Workforce Management Strategies to Engage your Team and Still Surpass High Customer Expectations

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