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 104

Gamification Contact Center Agent Empowerment Self service 104

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.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

Balto

JANUARY 17, 2025

Use gamification, leaderboards, and rewards to keep agents motivated and invested. A low NPS can highlight gaps in managing remote call center agents, inconsistent service, or inadequate problem resolution. Agent Empowerment: Equip agents with tools and authority to resolve issues without unnecessary escalations.

Best practices 52

Best practices Call Center Metrics Management 52