Agent Empowerment Gamification Interactive Voice Response Self service 
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. How much can voice self-service actually handle?
TechSee
MARCH 7, 2019
Current approaches to agent empowerment. Forward-looking customer service organizations have discovered various innovative ways to empower their agents and enhance their value to the organization. These systems also power conversational IVRs and voice-based virtual assistants. Gamification.
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