TechSee

MARCH 7, 2019

Deploying the most effective and sustainable VEA would require the integration of multiple technologies, such as interaction guidance, decision support, robotic process automation, workflow optimization and agent career path development. Current approaches to agent empowerment. Gamification. Team-based models.

Gamification 104

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. This provides opportunity for senior agents to contribute best practices that will benefit new agents, so they can ramp faster and more effectively. Gamification. Personalization.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

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. AI gamification From a business perspective, the idea of gamification can be a crucial part in the light of recent AI challenges.

Call Center 52

Call Center Gamification Agent Empowerment Contact Center 52

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

teleopti

JULY 15, 2019

Focus on how WFM improves work/life balance with schedules that take into account agent skills and personal preferences and are well-communicated in advance. Look for a solution that is easy to learn, easy to use and factors in cultural and personal needs to its algorithms.

Gamification 57

Gamification Contact Center Self service Chatbots 57

teleopti

OCTOBER 3, 2019

What is more, CSRs can view their own personal performance KPIs and take part in challenging competitions through gamification, all within a single self-service application. We often hear about the need for a customer experience that is personalized and frictionless so why shouldn’t it be the same for employees?

Self service 59

Self service Contact Center Gamification Service level 59

3CLogic

JANUARY 5, 2022

This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment. Analytics can help by providing supervisors a 360-degree view of agent performance, allowing them to focus on topics that are most likely to help their agents improve.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52