Demystifying Agent Engagement and Making It Real Filed under - Archived Content, NICE Thursday, September 8, 2022 | 11:00 am ET / 4:00 pm BST Enhancing agent engagement should be a top priority for contact center leaders, as it can be an effective approach for improving the customer experience and reducing agent attrition. The challenge is that the term agent engagement means something different to every person, which makes it a difficult goal to achieve. This NICE talk will describe what agent engagement is, explain ways to measure it, and discuss why it’s so important for your contact center performance, agent wellbeing, and customer satisfaction. It will also share best practices to help contact center managers get started in enhancing agent engagement. Join this session to learn: What agent engagement really is and how to measure itThe benefits of agent engagement: improved employee engagement = enhanced customer experienceBest practices to improve agent engagementCase studies of agent engagement through performance management, coaching, quality management, and gamification. Speakers Donna Fluss, President, DMG Consulting LLC Jodi Reuven, Product Marketing Manager, Nice Click to Register: https://info.nice.com/NICE-Talks-Summer-Series.html Author: Rachael Trickey Published On: 2nd Aug 2022 - Last modified: 12th Aug 2022 Read more about - Archived Content, NICE Related Reports eBook: Cut Contact Center Costs Without Straining Employees Report: The State of the Market for Workforce Engagement Solutions eBook: Hit Business Goals, Engage Agents, and Delight Customers eBook: Break Outdated WFM Paradigms Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter