“The Inner Circle Guide to Agent Engagement & Empowerment” is based on surveys with over 400 UK & US organisations.
Each Inner Circle Guide is available for the US and UK.
The Inner Circle Guides are a series of analyst reports investigating key customer contact solutions and business issues. The Guides aim to give a detailed and definitive view of the reality of the implementing and using technologies, how best to address these issues, and a view on what the future holds.
To improve agent engagement and empowerment requires technology, HR and business processes to work together: this is not simply something that can be handled through implementing new systems.
The culture of the organisation has to move to becoming more trust-based, backed up by the technology required to do this:
Having agents who are happy in their work and who care about customers will mean that the customer experience will improve very quickly. This will also mean that these agents are far more likely to stay with the organisation and that their absence rates will decrease.
While calculating a hard return on investment for agent engagement and empowerment may not be straightforward, businesses should acknowledge that the command and control model of contact centre working should be consigned to history, and that there is a new and better way of doing things.
To download this report, and to gain free access to all of ContactBabel’s research and analysis, please complete the registration form at the bottom of the page.
Why You Should Care About Agent Engagement & Empowerment
Agent Engagement & Empowerment Solutions
The Impact of Agent Engagement & Empowerment
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