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Guide/Report/White paper

Agent Engagement & Empowerment Guide

Why should you care about Agent Engagement Empowerment?

What is Empowerment?  Empowerment implies having trust in your advisors and agents. Consequently, this means accepting that that the traditional approach of tight control over contact centres is over.

As this guide will explain, empowerment requires a cultural shift, and providing agents with the skills, tools, and knowledge to do their best job. Moreover, engaged agents equals happier customers which in turn should create even greater success for your company.

Firstly, empowering agents should also increase your first-contact resolution rates (FCR), a key factor driving customer experience and satisfaction. Secondly, it will also helps to keep agents engaged with their work and to feel proud of the job that they’re doing. Finally, any investments or changes to processes to improve agent engagement and empowerment also have to work for the business.

Guide: Agent Engagement Empowerment - download your copy

We invite you to download the full Inner Circle Guide to Agent Engagement & Empowerment. Published by ContactBabel and sponsored by Enghouse Interactive, this guide looks at how engagement and empowerment can improve agent performance. Written for those looking for tips on reducing attrition, improving first-contact resolution and boosting customer experience. In addition, this independent report covers:

  • Measuring engaged and empowered agents’ impact on performance
  • Techniques to improve agent engagement
  • Onboarding new agents and keeping experienced agents interested
  • Technology solutions – gamification, AI, unified desktop, and more
  • Engaging remote and hybrid agents