The Inner Circle Guide to Agent Engagement & Empowerment

Exclusive insights into how real-life organisations are adapting and using agent engagement and empowerment technology to improve CX.

As customer expectations continue to rise and the role of the contact centre agent becomes increasingly complex, agent engagement and empowerment have never been more critical to delivering exceptional customer experiences. By investing in an engaging and rewarding agent experience, organisations can drive significant improvements to productivity and customer satisfaction, while reducing turnover and absenteeism.

In this Inner Circle guide, ContactBabel shares data and insights from a survey of 400 organisations that illustrate important trends and strategies at the intersection of technology, HR, and business processes that can help organizations engage and empower agents more effectively.

In this report, you’ll learn more about:

• The main drivers and barriers of agent engagement and empowerment.
• The importance of empowering agents with the right technology in hybrid work environments.
• Exclusive tips for becoming a trust-based organisations.