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Contact centers are struggling to keep their agents engaged. According to recent ICMI research, increasing agent engagement and morale is 1 of the top 3 priorities for contact center leaders this year, but it’s also a top 3 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?

Find out in this trend report, which explores what it really means to empower your team members. Also explore:

• The current state of contact center workforce management and analytics
• Practical insight you can use to give agents more autonomy
• What strategies innovative service organizations use
• And more

Vendor:

Talkdesk

Posted:

Feb 8, 2021

Published:

Nov 27, 2019

Format:

PDF

Type:

Research Content