Agent Engagement

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

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

Organizations must start laying the framework for a tech-savvy, AI-empowered workforce today.

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

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.”...

In 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