Customer Engagement Center Capabilities: Agent Empowerment and Engagement


According to Aspect’s Agent Engagement Survey, 78% of customer service reps who feel engaged are satisfied at their job, a full 16 points higher than the average and a whopping 54 points higher than those agents who don’t feel engaged. Engaged employees are happy employees.

Blending AI with Human Support

Contact Center Pipeline

Technology agent empowerment AI artificial intelligence call center contact center customer service machine intelligenceThe future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately.

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My Agent eXperience Selected as 2016 Customer Product of the Year


We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Agent Empowerment through real-time displays of agent performance, productivity and skills rankings metrics.

Overcoming Obstacles of a Remote Workforce


Advantages of the Cloud Best Practices General Using the inContact Platform Agent Empowerment At Home Agent CEUA few short decades ago handling the daily communications and operations of the workplace was completely different.

Optimize Agent Performance with Live Actionable Intelligence


The two key drivers of this call center metric are agent effectiveness and agent empowerment. These make sense because the competency of service agents directly impacts Research by CFI Group in 2017 shows that the contact center satisfaction index (CCSI) remains at a low point of 68 (as measured on a 0-100 scale) in the private and government sectors.

Stay in Sync with Effective Calibration


This process validates the effectiveness of individuals evaluating agent performance and improving customer service. For the executives, listening to calls and understanding the opportunities and obstacles of the agent provides better insight into performance and the customer experience.