Agent Empowerment Meeting Morale 
Fonolo
MAY 30, 2023
By scheduling call-backs for quieter times, you increase efficiency and decrease agent downtime. Meeting service level agreements Customers value a fast response when they reach out for customer support. Meeting service level agreements Customers value a fast response when they reach out for customer support.
SharpenCX
APRIL 29, 2020
Good leaders know that simply having agents in their seats doesn’t make for standout customer experiences. To meet the sky-high expectations of today’s customers, agents need to be engaged at work. Because productivity without engagement is another key contributor to agent burnout – the Rube Goldberg Machine of bad outcomes.
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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. Customers want you to meet them where they are. Ready to improve your customer (and agent) retention rates?
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.
SharpenCX
NOVEMBER 3, 2020
Conversation after conversation reveals a consistent pain in the call center experience: agents don’t know what’s expected of them. Yet still, they get reprimanded and put on PIPs when they fail to meet business requirements. Read Next] How agent empowerment impacts customer service. Talk about demoralizing.
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.
CSM Magazine
AUGUST 5, 2021
While frontline staff are united in their desire to meet rising customer expectations, they are also now divided by where they want to work. Here are five tactics to tackle these new complexities from an agent perspective: 1. Allow employees flexibility, by way of agent-driven self-scheduling, to increase morale and decrease attrition.
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