TechSee

MARCH 7, 2019

By buddying up with a human agent to make his job easier and more satisfying, the VEA will drive agent loyalty, streamline onboarding, improve daily productivity and help the agent provide better overall customer experience. Current approaches to agent empowerment. Gamification.

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Gamification Contact Center Agent Empowerment Self service 104

Balto

SEPTEMBER 21, 2022

Reaffirms commitment to agent empowerment for retention and growth in the contact center. Selected agents can add their voice to the playbook, test new checklist items, and snooze or minimize prompts. Gamification. Gamification drives agents to want to achieve through the spirit of competition.

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Agent Empowerment Contact Center Gamification contact center workforce 52

Calabrio

OCTOBER 15, 2019

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers.

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Agent Empowerment Technical Support Gamification Analytics 16

NobelBiz

FEBRUARY 9, 2023

Contact Centers had to adopt the right tools and even shift their models completely in order to achieve business continuity and customer demands. Going into 2021, we can foresee a few things that will remain in plain focus: a seamless customer journey, personalized customer experiences, relationship and agent empowerment.

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Call Center Gamification Agent Empowerment Contact Center 52

Playvox

FEBRUARY 2, 2022

It also becomes harder to meet service levels and customer experience goals measured by metrics such as first contact resolution, customer satisfaction, and customer effort score. Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. The Burnout Antidote.

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Agent burnout Contact Center Gamification Agent Empowerment 68

DMG Consulting

MARCH 27, 2024

Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps. WFM vendors are also looking for creative ways to motivate agents via gamification to self-schedule hard-to-fill shifts and hours.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

CSM Magazine

AUGUST 5, 2021

Here are five tactics to tackle these new complexities from an agent perspective: 1. Replace whiteboards with dashboards – the opportunity to benchmark self-performance is a fundamental part of agent empowerment and it shouldn’t stop just because the majority of agents are working from home. About Calabrio.

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Agent Empowerment Gamification Metrics Morale 59