eBook: Empowering Agents For The Digital-First Contact Center

As contact centers become more digital and more intelligent, agents are juggling more channels and handling ever-more-complex issues. The contact centers that effectively engage and empower these “super agents” are realizing superior CX results, operational efficiencies, and financial outcomes.

For those companies that implement best-in-class practices for agent engagement and performance management, they outperform other companies in terms of customer satisfaction by 70%.

This eBook, explains the increased demands on the contact center workforce, the impact of super agents in the contact center, and the building blocks to boost agent engagement and performance.