2012, Agent Empowerment, Analytics and Metrics

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2012

Agent Empowerment

Analytics

Metrics

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

AUGUST 1, 2017

Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield.

Contact Center

Contact Center Call Center Average Handle Time Real estate

Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

TechSee

MARCH 7, 2019

Deploying the most effective and sustainable VEA would require the integration of multiple technologies, such as interaction guidance, decision support, robotic process automation, workflow optimization and agent career path development. Current approaches to agent empowerment. Team-based models. Gamification.

Gamification

Gamification Contact Center Agent Empowerment Self service

Customer Contact Central

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

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