Calabrio

OCTOBER 15, 2019

Idaho Central continuously improves frontline engagement and performance and encourages agent empowerment—all backed by Calabrio’s integrated workforce management (WFM) platform. More than half of Idaho Central’s agents maintain a perfect attendance record. Runner Up – Bluegrass Cellular.

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

Playvox

FEBRUARY 2, 2022

Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture. Agent burnout and related productivity drains are endemic in contact centers.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Balto

JANUARY 18, 2025

Todays call center operates in layers: Frontline Agents Handling inbound and outbound calls, emails, and chats. Supervisors Monitoring performance and coaching agents in real-time. Workforce Management (WFM) Forecasting, scheduling, and making sure the right number of agents are on hand during peak hours.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Todays call center operates in layers: Frontline Agents Handling inbound and outbound calls, emails, and chats. Supervisors Monitoring performance and coaching agents in real-time. Workforce Management (WFM) Forecasting, scheduling, and making sure the right number of agents are on hand during peak hours.

Best practices 52

Best practices Call Center Metrics Management 52

3CLogic

JANUARY 5, 2022

This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment. Giving agents the tools they need to deliver exceptional experiences. Providing individualized coaching. Voice-Enabled Self-Service Will Give Valuable Time Back To Agents.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52