Agent Engagement

Our annual look at the future of the contact center focuses on what AI will mean for customer service, employee experiences, and artificial intelligence in 2025

Why Chick-fil-A Employees Deliver Outstanding Customer Service. Insights on one of the best customer service companies employee experience.

Agent assist is just one type of call center technology that has potential to improve agent engagement.

New technology and AI has led to a demand for agents with a more analytical and consultative skill set.

As they pursue this new approach to contact center workflow, wise leaders will nonetheless “be careful what they wish for.”

Are the negative stereotypes facing Gen Z workers valid criticisms about the state of work?

In making decisions about whether to change your contact center’s policy on working remotely, it is imperative that leadership prioritize employees' needs.

In our increasingly digital age, the role of the frontline customer service employee is constantly evolving and recalibrating to meet customers’ needs.

CX leaders should factor in their engaged agents' opinions when considering new contact center technology

In this ebook, we examine the impact of agent churn and consider a new approach. It’s a radical innovation poised to deliver radical results.

The agent experience continues to be critical. As customers persistently seek out better experiences, they rely on agents to give them accurate, tailored and streamlined resolutions...

Employee experience discussions are rich with catchphrases: “happy agents = happy customers,” “people are your greatest asset,” “let AI absorb simple issues so agents can focus on complex ones.”...