CCNG

JANUARY 18, 2023

One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. Agents who feel empowered are comfortable making decisions on their own, which gives them a keen sense of ownership with every customer interaction. The concept is simple.

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Agent Empowerment CCNG Contact Center Morale 195

Fonolo

JANUARY 14, 2021

If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. And high turnover rates won’t just hit you in the wallet — it also impacts morale, which will affect any new hires. 3 Reasons Why Agent Satisfaction is the New Customer Satisfaction.

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Contact Center Agent Empowerment Morale Coaching 150

Balto

OCTOBER 29, 2024

This blog captures the key takeaways from our recent webinar, “ The Future of Home Services: Merging Lead Intake Automation with Agent Empowerment.” The bottom line is that when agents feel supported with the right tools, they’re more likely to stay. Reducing turnover isn’t just good for morale—it’s a competitive advantage.

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Agent Empowerment Call Center Morale Contact Center 52

SharpenCX

DECEMBER 30, 2019

Because it determines your agents’ empowerment, productivity, and happiness at work. Internally, it breaks down team morale. Unproductive, undervalued agents can’t make customers happy. What does my relationship with my direct reports have to do with my customers’ happiness?

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Agent Empowerment Contact Center Contact center software Morale 94

Balto

DECEMBER 16, 2022

Agent Empowerment. Agent empowerment is one of the top trends in the contact center space for 2023. Empowering your agents means equipping your teams with the tools, trust, information, and freedom they need to make decisions when customers need it the most. One cheat code towards empowered agents?

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Contact Center Agent Empowerment Self service Scripts 52

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. Current approaches to agent empowerment. 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

Calabrio

MARCH 22, 2025

By focusing on agent empowerment, process optimization, and data-driven decision-making, businesses can create a contact center that not only meets but exceeds customer expectations, fostering long-term relationships and driving business success. The ability to deliver personalized and seamless customer experiences is paramount.

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Best practices Contact Center Management Call Center 52