Agent Empowerment Customer Experience Morale Self service 
Fonolo
MAY 30, 2023
Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too.
JustCall
APRIL 9, 2024
If agents are not available during a particular season and call volume peaks, it would result in missed calls and extended wait times. Both of these lead to customer frustration. Productivity concerns: An unexpected increase in call volumes can lead to decreased agent morale, demotivation, and burnout.
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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?
Global Response
MARCH 26, 2024
It even improves agent morale by enabling them to solve problems more effectively. Effective call routing technology is critical for meeting customers’ needs. Leverage customer feedback and data analytics. Are there gaps in your service? Do your agents need a bit more training?
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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