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Innovative Ways to Address the Top 3 Agent Empowerment Challenges

Trend Report Empowerment

Published: Jul 09, 2019

Pages: 21

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Find out how some of the most innovative service organizations are approaching scheduling, compensation, and QA, and learn how you can practically apply their methods to improve both the employee and customer experience.

Contact centers are struggling to keep their agents engaged. According to Q4 2018 ICMI research, increasing agent engagement and morale is one of the top three priorities for contact center leaders this year, and it’s also a top three challenge. The word “empowerment” is regularly offered up as an end-all-be-all solution for driving culture improvement, but what does it really mean to empower agents? What are contact centers currently missing, and how might a slightly different approach offer opportunities to transform both the agent and customer experience?

This trend report will set the record straight on what it means to empower your team members, shed light on the current state of contact center workforce management and analytics, and offer practical insight you can use to give your agents more autonomy. Find out how some of the most innovative service organizations are approaching scheduling, compensation, and QA, and learn how you can practically apply their methods to improve both the employee and customer experience.

In this trend report, we’ll explore:

  • What is agent empowerment and why does it matter?   
  • The Current State of WFMO Analytics—What’s Missing?
    • Scalability/seasonality/intraday planning
    • Manual scheduling/shift swaps/unplanned volume staffing
    • Ineffective QA/connecting behaviors to goals and objectives
  • Innovative Ways to Give Your Agents More Autonomy
    • Surge Pay
    • Scheduling Responsibility
    • Scoreless QA/behavior-based coaching
  • Bringing it All Together: How to Leverage Analytics to Enable CX and EX

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