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?
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