Balto

SEPTEMBER 21, 2022

Reaffirms commitment to agent empowerment for retention and growth in the contact center. Selected agents can add their voice to the playbook, test new checklist items, and snooze or minimize prompts. Gamification. Gamification drives agents to want to achieve through the spirit of competition.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

DMG Consulting

MARCH 27, 2024

Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps. WFM vendors are also looking for creative ways to motivate agents via gamification to self-schedule hard-to-fill shifts and hours.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

DMG Consulting

APRIL 8, 2024

This emerging WFM module is a critical piece in enabling the scheduling flexibility and self-service capabilities necessary to attract and retain agents. WFM vendors are also looking for creative ways to motivate agents via gamification to self-schedule hard-to-fill shifts and hours.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

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. Agent burnout and related productivity drains are endemic in contact centers.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

3CLogic

JANUARY 5, 2022

This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment. Voice-Enabled Self-Service Will Give Valuable Time Back To Agents. The trend toward agent empowerment isn’t going anywhere. It’s no secret that employee retention is an issue for many contact centers.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

teleopti

JULY 15, 2019

Promote healthy competition and make learning fun – make the most of advanced WFM reporting and dashboards to provide a real-time snapshot of agent and team performance against specific contact center KPIs or customer SLAs in a fair and transparent way. Follow these seven steps for a happier, inspired and motivated team!

Gamification 57

Gamification Contact Center Self service Chatbots 57

teleopti

OCTOBER 3, 2019

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.

Self service 59

Self service Contact Center Gamification Service level 59