Agent Empowerment Morale Trends 
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.
Balto
DECEMBER 16, 2022
2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. With renewed focus on agent experience, ever-advancing AI capabilities, and the embrace of omnichannel solutions, contact center leaders face an exciting opportunity to best serve their customers in 2023.
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Fonolo
MAY 30, 2023
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. How Does WFM Impact the Agent Experience?
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
APRIL 29, 2020
Pair historical data with recent data trends from your real-time numbers. Factor in current business trends, new product or service releases and the net new customer forecasts for each quarter. Often, WFM will cancel scheduled agent coaching sessions when volume spikes. Coaching builds confidence in your agents.
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
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. Allow employees flexibility, by way of agent-driven self-scheduling, to increase morale and decrease attrition.
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