Agent Empowerment Course Morale Personalization 
Balto
DECEMBER 16, 2022
2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. With renewed focus on agent experience, ever-advancing AI capabilities, and the embrace of omnichannel solutions, contact center leaders face an exciting opportunity to best serve their customers in 2023.
Fonolo
JANUARY 14, 2021
If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. And high turnover rates won’t just hit you in the wallet — it also impacts morale, which will affect any new hires. Create opportunities for agents to voice their suggestions and concerns.
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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.
SharpenCX
JUNE 30, 2021
Set up regular 1:1s with agents that are deliberate and focused. Use it to catch up with agents on a personal level and bring some talking points. Use data about their performance to offer feedback, but also allow agents to give you feedback. Train agents as a team. Come to your 1:1s with a set agenda.
NobelBiz
MARCH 5, 2024
By leveraging Nobelbiz’s innovative reporting solutions, companies can not only track key performance indicators (KPIs) such as call resolution times, customer satisfaction scores, and agent productivity levels but also identify trends, forecast demands, and pinpoint areas for improvement.
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