Playvox

FEBRUARY 2, 2022

Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture. There are a number of steps you can take to prevent burnout.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

DMG Consulting

SEPTEMBER 16, 2017

Some recordings are reviewed by a quality management team who evaluate, score, and coach agents on their performance. While DMG does not have any insight into the specifics of Wells Fargo’s contact centers, it’s likely that agents were given sales and up-sell goals that were closely monitored by management.

Sales 48

Sales Customer Service Contact Center CRM 48

CSM Magazine

JULY 14, 2022

Three deciding factors converged during the course of the last two years which have changed contact centres forever: 1. Workforce engagement management (WEM) solutions driven by Artificial Intelligence (AI) are a ‘must have’ in the complex world of remote or hybrid work and increased customer expectations.

Management 59

Management Agent Empowerment Analytics Cloud contact 59