4 tips to grow brand and employee engagement in your contact center

By Génesis Longo
0 min read

Every conversation between your team and your customers matters. Your employees are your greatest ambassadors—it’s important that they feel engaged and empowered to offer an excellent customer experience.
The traditional narrative of AI and automation in the contact center is that it allows it to “do more with less”—inferring that “less” relates to doing more with fewer agents.
This narrative is inevitable when cost containment is the desired outcome. But empathy matters. You should support your workforce with the tools and guidance they need to succeed and make sure they are aligned with your contact center strategy. When the contact center is perceived as a strategic, revenue-generating, loyalty-driving, brand-enhancing asset of the organization, so are contact center representatives.
Depending on your contact center strategy, your agents’ roles may have to be reimagined. Discover below four “reimagined” roles for customer service representatives.
