Agent Empowerment Morale Technology 
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.
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.” 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.
Fonolo
MAY 30, 2023
These resources include time, staff, technology, and processes. Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed. Promoting agent empowerment through self-service WFM tools often include self-service capabilities that are empowering for agents.
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.
Calabrio
MARCH 22, 2025
How do you ensure all those layers of teams, policies, processes, and technologies are pulling in the same direction? Managing Technology: The contemporary contact center is an increasingly digital place. The right technology is key to facilitating contact center activity and accelerating improvement.
SharpenCX
APRIL 29, 2020
We harbored some customer goodwill and boosted agent morale and inclusion in the process. Remember – agents are an integral part of your company, too. Instead, manage shifts and stagger breaks, making sure each agent gets time for breaks, but customers still get the help they need. Plan for downtime, ahead of time.
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