Agent Empowerment Morale Personalization 
SharpenCX
JULY 14, 2020
See, I was the last person on the shift. We were closing in 15 minutes and there was only one person left on my list to call. From namecalling to general personal insults, he just belittled me. Contact center agents are prone to burnout. And the average call center agent lifespan is just three years. .
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. Create opportunities for agents to voice their suggestions and concerns.
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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.” Trust and personalization drive success The home is deeply personal, so trust is non-negotiable. Reducing turnover isn’t just good for morale—it’s a competitive advantage.
SharpenCX
DECEMBER 30, 2019
Customer service, by definition, is about serving people; it should be genuine, personalized, and compassionate—or, simply put, human.” 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.
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?
SharpenCX
NOVEMBER 3, 2020
Every conversation and 1:1 is ultra-personalized and in-the-moment. You know that providing relevant feedback often will improve your agents’ well-being and your customer satisfaction. Your agents feel secure in their roles when they trust your leadership and have the knowledge they need to do their jobs well.
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.
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