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.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

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. Gamification. These tools all currently exist but cannot be found as a single off-the-shelf product. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

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. As a result, customers report being happier overall.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16