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. These tools all currently exist but cannot be found as a single off-the-shelf product.

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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

Playvox

FEBRUARY 2, 2022

Other factors agents cite for burnout are: Lack of training Lack of a career path Frustrating technology tools. Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. But the best results come from programs that go beyond standard QA tools. ENJOYING THIS ARTICLE?

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Agent burnout Contact Center Gamification Agent Empowerment 68

Calabrio

OCTOBER 15, 2019

Idaho Central continuously improves frontline engagement and performance and encourages agent empowerment—all backed by Calabrio’s integrated workforce management (WFM) platform. More than half of Idaho Central’s agents maintain a perfect attendance record. The Integrator – Exact Sciences.

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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

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.

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Agent Empowerment Gamification Metrics Morale 59

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.

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Self service Agent Empowerment Contact Center Gamification 48