The Inner Circle Guide to Agent Engagement & Empowerment
A major independent analyst report, aimed at providing customer contact professionals with the latest analysis and data around how to increase agent engagement with their role and to empower them to do a better job. The report covers engagement & empowerment techniques, rewards and recognition, technology solutions (including gamification, workforce management, AI-enabled agent support and analytics) and looks at how KPIs such as attrition, speed to answer, first-contact resolution and cost per contact can be impacted . UK and US editions. Free to download.