CCNG
JANUARY 18, 2023
One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. Agents who feel empowered are comfortable making decisions on their own, which gives them a keen sense of ownership with every customer interaction. The concept is simple.
SharpenCX
JULY 14, 2020
And training call center agents to see and squash abusive is vital to their well-being (and yours). And the average call center agent lifespan is just three years. . Turnover is expensive and takes a toll on morale. Let’s dig into some practical ways you can support your agents and combat abuse in your contact center.
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OrecX
JANUARY 23, 2019
What's more, these calls also have the potential to make their way into the best-practice calls library for training new agents. This provides even further visibility for the agent. It is sure to boost morale and improve their performance.
JustCall
APRIL 9, 2024
If agents are not available during a particular season and call volume peaks, it would result in missed calls and extended wait times. Productivity concerns: An unexpected increase in call volumes can lead to decreased agent morale, demotivation, and burnout. This ensures agents can handle queries across different skill sets.
Fonolo
JANUARY 14, 2021
If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. And high turnover rates won’t just hit you in the wallet — it also impacts morale, which will affect any new hires. Train your leaders appropriately. Vary your training styles.
Fonolo
MAY 30, 2023
Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed. Promoting agent empowerment through self-service WFM tools often include self-service capabilities that are empowering for agents. How Does WFM Impact the Agent Experience?
Global Response
MARCH 26, 2024
Enhance agent training and knowledge. The most basic first step is to ensure your agents are properly trained. Agents should also receive training in effective communication techniques, such as active listening, empathy, and clear articulation. Do your agents need a bit more training?
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