SharpenCX

JULY 14, 2020

See, I was the last person on the shift. We were closing in 15 minutes and there was only one person left on my list to call. From namecalling to general personal insults, he just belittled me. Contact center agents are prone to burnout. And the average call center agent lifespan is just three years. .

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

Global Response

MARCH 26, 2024

It even improves agent morale by enabling them to solve problems more effectively. This information allows agents to personalize their service and resolve issues more efficiently. Focus on integration, automation, agent empowerment, and continuous training. Leverage customer feedback and data analytics.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

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.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

SharpenCX

NOVEMBER 3, 2020

Every conversation and 1:1 is ultra-personalized and in-the-moment. You know that providing relevant feedback often will improve your agents’ well-being and your customer satisfaction. Your agents feel secure in their roles when they trust your leadership and have the knowledge they need to do their jobs well. Adapt as you go.

Call Center 67

Call Center Agent Empowerment Management Coaching 67