TechSee

MARCH 7, 2019

With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities. Current approaches to agent empowerment. Gamification.

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Gamification Contact Center Agent Empowerment Self service 104

NobelBiz

FEBRUARY 9, 2023

Contact Center Trends for 2021 For many businesses out there, 2020 will remain a defining year of radical transformation. 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

DMG Consulting

MARCH 27, 2024

Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps. WFM vendors are also looking for creative ways to motivate agents via gamification to self-schedule hard-to-fill shifts and hours.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

CSM Magazine

AUGUST 5, 2021

The trend towards flexible workforces has exaggerated the complexity of running a modern contact centre. Here are five tactics to tackle these new complexities from an agent perspective: 1. Agent involvement is vital, so discuss ideas for new metrics and the types of gamification techniques people prefer during weekly virtual huddles.

Agent Empowerment 59

Agent Empowerment Gamification Metrics Morale 59

Balto

JANUARY 18, 2025

Call centers, a critical touchpoint for many organizations, must adapt to changing customer expectations, technological advancements, and industry trends. Use gamification, leaderboards, and rewards to keep agents motivated and invested. Build a Culture of Recognition Recognition isnt fluff. Regularly celebrate winsbig or small.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Call centers, a critical touchpoint for many organizations, must adapt to changing customer expectations, technological advancements, and industry trends. Use gamification, leaderboards, and rewards to keep agents motivated and invested. Build a Culture of Recognition Recognition isnt fluff. Regularly celebrate winsbig or small.

Best practices 52

Best practices Call Center Metrics Management 52

3CLogic

JANUARY 5, 2022

Perhaps the reason why is because agents have made it clear that they prefer a remote environment. This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment. 5 Contact Center Technology Trends To Expect In The Coming Year.

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Contact Center Interactive Voice Response Technology Agent Empowerment 52