Fonolo

JANUARY 26, 2023

Agent Empowerment The evolving role of the agent in the contact center was one key trend many of our influencers are watching. They discuss the importance of driving employee engagement and by extension, customer satisfaction. “I And their answers may not be what you expect.

Contact Center 126

Contact Center Agent Empowerment Self service Employee engagement 126

Noble Systems

JANUARY 29, 2019

Despite widespread adoption of automation and self-service solutions, customer experience ratings most accurately reflect agent performance; it’s an established and longstanding causality. The post Agent Empowerment: Putting Firstline Employees First in the Contact Center appeared first on Noble Systems.

Agent Empowerment 58

Agent Empowerment Contact Center Customer centricity Surveys 58

Noble Systems

JANUARY 29, 2019

Despite widespread adoption of automation and self-service solutions, customer experience ratings most accurately reflect agent performance; it’s an established and longstanding causality. The post Agent Empowerment: Putting Firstline Employees First in the Contact Center appeared first on Noble Systems.

Agent Empowerment 47

Agent Empowerment Contact Center Customer centricity Surveys 47

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

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

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. As a result, customers report being happier overall.

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

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. But this is just the start of many innovations being introduced into the WFM market.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48