Demystifying Agent Engagement and Making It Real


nice talks 3

125
Filed under - Archived Content,

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 it
  • The benefits of agent engagement: improved employee engagement = enhanced customer experience
  • Best practices to improve agent engagement
  • Case 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

Published On: 2nd Aug 2022 - Last modified: 12th Aug 2022
Read more about - Archived Content,


Recommended Articles

A drawing of a smile face on a post it note
How to Measure Employee Engagement
How to Improve Agent Engagement
Person in headset laughing
Why Agent Engagement Matters and 6 Ways to Nurture It
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.