Agent Empowerment Gamification Interactive Voice Response Metrics 
3CLogic
JANUARY 5, 2022
This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment. Giving agents the tools they need to deliver exceptional experiences. A robust coaching program that leverages metrics is especially critical to empowering agents to be at their best.
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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