Fonolo

MAY 30, 2023

Promoting agent empowerment through self-service WFM tools often include self-service capabilities that are empowering for agents. This type of self-service reduces administrative burden – and it’s popular and empowering, too. Employees who use it report having a better work-life balance and improved morale.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Calabrio

MARCH 25, 2025

This autonomy allows agents to better accommodate personal needs, resulting in higher morale and reduced absenteeism. Empower Agents with Self-Service Insights Complement self-scheduling with accessible, self-service performance reporting that empowers agents without requiring data expertise.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Calabrio

MARCH 5, 2025

Improved Agent Productivity and Morale: When agents are equipped to resolve issues on the first contact, it reduces the need for follow-up interactions, freeing up their time for other critical tasks. Successfully resolving customer issues on the first attempt boosts agent morale and job satisfaction.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Calabrio

MARCH 7, 2025

One of the best ways to gauge how to boost morale is by asking your team what flexibility means to them. Add Self-Scheduling Tools to Your Tech Stack Leveraging agent self-scheduling tools can put better work-life balance and flexibility right in the hands of your agents. Why make their jobs harder than they need to be?

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Calabrio

MARCH 22, 2025

Managing People: Workforce Management in the Contact Center Despite the digital transformation of contact centers and the even more recent rise of artificial intelligence, contact centers are still fundamentally fueled by human action.

Best practices 52

Best practices Contact Center Management Call Center 52

CSM Magazine

OCTOBER 15, 2018

Then, there’s the constant battle between operations (who want ‘fast and cheap’) and the contact center (whose job is to make ‘customers feel loved’). This perennial tug of war is damaging to agent morale, the customer experience and health of the overall business.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56