Agent Engagement
Best practices for improving the contact center agent experience. Topics include workforce management, culture, reducing agent effort, call center desktop tools, and more.
Why Chick-fil-A Employees Deliver Outstanding Customer Service
November 21 by Brooke LynchWhy Chick-fil-A Employees Deliver Outstanding Customer Service. Insights on one of the best customer service companies employee experience.
Next-Generation Mechanisms of Agent Empowerment
November 20 by Audrey SteevesAgent assist is just one type of call center technology that has potential to improve agent engagement.
“Remote Jobs Near Me”: New Careers in Customer Contact
October 21 by Audrey SteevesNew technology and AI has led to a demand for agents with a more analytical and consultative skill set.
Reimagining Frontline Leadership in the Age of AI
October 18 by CCW Digital EditorAs they pursue this new approach to contact center workflow, wise leaders will nonetheless “be careful what they wish for.”
Key Considerations for Hiring Generation Z
October 07 by Audrey SteevesAre the negative stereotypes facing Gen Z workers valid criticisms about the state of work?
Reassessing Remote Work in the Wake of Amazon’s RTO Mandate
September 26 by Audrey SteevesIn making decisions about whether to change your contact center’s policy on working remotely, it is imperative that leadership prioritize employees' needs.
Bank of America Maintains Commitment to $25 Minimum Wage
September 25 by Audrey SteevesIn our increasingly digital age, the role of the frontline customer service employee is constantly evolving and recalibrating to meet customers’ needs.
The Engaged Agent Perspective and Advancing CX Technology
September 18 by Audrey SteevesCX leaders should factor in their engaged agents' opinions when considering new contact center technology
Agent Churn
September 16 by ASAPP .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.
New Tips for Agent Engagement in the Era of AI
June 12 by Brooke LynchThe 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...
New Trends In Contact Center Employee Experience
May 31 by Brian CantorEmployee 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.”...
Special Report Preview: New Tips for Agent Engagement in the Era of AI
April 30 by Brooke LynchIn collaboration with Genesys, CCW Digital will share new tips for agent engagement amid AI development. By curating a strategic path forward for agents and giving agents a deeper