Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Preventing Agent Burnout. The Burnout Antidote.

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Agent burnout Contact Center Gamification Agent Empowerment 68

teleopti

JULY 15, 2019

Tommy Palomäki at Teleopti explains why it pays to focus on CSR’s (Customer Service Representatives) well-being using automated Workforce Management to inspire and motivate staff. Employee attrition can contribute to increased operating costs. Follow these seven steps for a happier, inspired and motivated team!

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Gamification Contact Center Self service Chatbots 57

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. Gamification. Team-based models.

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Gamification Contact Center Agent Empowerment Self service 104

CSM Magazine

AUGUST 5, 2021

Here are five tactics to tackle these new complexities from an agent perspective: 1. Replace whiteboards with dashboards – the opportunity to benchmark self-performance is a fundamental part of agent empowerment and it shouldn’t stop just because the majority of agents are working from home.

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Agent Empowerment Gamification Metrics Morale 59

teleopti

OCTOBER 3, 2019

Over time, frontline staff too have come to enjoy more control over their working lives through self-service. What is more, CSRs can view their own personal performance KPIs and take part in challenging competitions through gamification, all within a single self-service application. Humanize the workplace.

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Self service Contact Center Gamification Service level 59

Calabrio

OCTOBER 15, 2019

Idaho Central continuously improves frontline engagement and performance and encourages agent empowerment—all backed by Calabrio’s integrated workforce management (WFM) platform. More than half of Idaho Central’s agents maintain a perfect attendance record. Runner Up – Bluegrass Cellular.

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Agent Empowerment Technical Support Analytics Gamification 16