Calabrio

FEBRUARY 25, 2025

Emphasis on agent empowerment: Features like mobile self-scheduling, automated quality management, and intuitive AI-powered BI tools empower agents, boosting engagement and job satisfaction. In 2023, Genesys began offering the standalone Genesys Cloud EX solution focused on employee engagement.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

SharpenCX

JUNE 24, 2020

As a manager, you own 70% of your employees’ engagement at work. . Your agents show up each day, plop down in their seats in the office or at home, and immediately start helping customers. And it’s up to you, manager, to keep them engaged in their role. To help them progress their careers.

Management 128

Management Customer Service Agent Empowerment Contact Center 128

Contact Center Pipeline

APRIL 1, 2015

Leading-edge service providers understand the need to keep getting better—and they know firsthand the power that a continuous improvement culture has on customer satisfaction, quality, employee engagement and business performance. Empowering agents […].

Employee engagement 100

Employee engagement Agent Empowerment Contact Center Call Center 100

Calabrio

OCTOBER 15, 2019

The ONE Awards celebrate customers finding innovative ways to meet growing customer and workforce demands, improve employee engagement and satisfaction, and ultimately enrich human interactions with their brand. THE ONE AWARDS WINNERS. The Leader – Idaho Central Credit Union.

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

Contact Center Pipeline

FEBRUARY 26, 2015

I work with many companies looking to decrease attrition, and the same set of three problems shows up again and again in the initial employee engagement surveys. Lack of empowerment Lack of information Lack of the basic knowledge needed […].

Management 100

Management Employee engagement Surveys Agent Empowerment 100

Contact Center Pipeline

APRIL 27, 2016

Employee advocacy can be very impactful if there is a really clear and articulated business case for the program, and if every element of the program is anchored in the business case, says Christopher Hannegan, Edelman’s executive vice president, U.S. Practice Chair, Employee Engagement.

Employee engagement 100

Employee engagement Agent Empowerment Contact Center Call Center 100

Contact Center Pipeline

MAY 5, 2016

If you are considering rolling out an employee advocacy program, there are a few critical core elements that need to be in place to be successful. Practice Chair, Employee Engagement, it boils down to four areas: The content and information that you want employees to share. […].

Employee engagement 100

Employee engagement Agent Empowerment Contact Center Call Center 100

TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. Today’s limited Virtual Employee Assistants. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Playvox

FEBRUARY 2, 2022

Most fundamentally you need to promote a culture of agent empowerment. In short, you need a solid employee engagement program. 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 68

Agent burnout Contact Center Gamification Agent Empowerment 68

NobelBiz

FEBRUARY 9, 2023

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. Technology plays a key part in adopting strategies for employee engagement and a seamless employee – agent experience.

Call Center 52

Call Center Gamification Agent Empowerment Contact Center 52

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. Employee Engagement.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. Employee Engagement.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

DMG Consulting

SEPTEMBER 7, 2023

But to ensure that they have enough seats, companies want workspace allocation capabilities that enable agents to reserve a seat when they are in the office. Most of this is about agent empowerment and engagement.

Management 48

Management Real estate Agent Empowerment Enterprise 48

teleopti

DECEMBER 2, 2019

Theirs is an incredible story that has seen their use and knowledge of WFM grow to add agility and visibility to operations and make their vision for customer experience (CX) and employee engagement a reality. . 5 ways to become a WFM guru.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

JustCall

MARCH 9, 2023

Some of the challenges at contact centers are listed below: High rate of agent attrition Low levels of customer satisfaction IT problems Lack of sufficient budget Low employee engagement Lack of proper analytics and strategies High call volumes Using robust contact center software like JustCall, you can navigate all of these challenges easily.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

teleopti

SEPTEMBER 18, 2019

The first is to recognize the strategic link between employee engagement and productivity, the second is to turn the customer service department or contact center from a reactive cost-cutting organization to a proactive profit-making powerhouse and finally harness the power of data.

Management 57

Management Customer advocacy Employee engagement Contact Center 57

teleopti

OCTOBER 3, 2019

Embrace the new rules of employee engagement. They provide a range of practical benefits to CSRs, planners and managers, enabling everyone to control their constantly changing work environment while giving them the tools to elevate the status of the contact center in a highly strategic way.

Self service 59

Self service Contact Center Gamification Service level 59