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Articles - Empowering Agents

Explore our range of resources on empowering agents with tools, training, and autonomy to succeed in their roles.

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New Ways to Empower Agents in 2025

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How to Prepare Agents for Their First Leadership Role

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Are You Falling Into These Customer Service Traps?

Behind the Scenes at Ocado – 21 Simply Soup-erb Ideas We Heard

Behind the Scenes at Ocado – 21 Simply Soup-erb Ideas

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Arm Your Agents in the Battle Against Stress

Video Image: The Truth About Agent Burnout

Four Ways to Reduce Agent Burnout and Attrition

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Key Signs of Broken Processes (and How to Fix Them)

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How to Help Your Agents Be More Positive

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What Is Employee Empowerment?

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Should We Multi-Skill or Single Skill Our Advisors?

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The Definitive Guide to Improving Agents’ Customer Service Vocabulary

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7 Drivers of Employee Engagement

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How to Deal With an Indecisive Customer

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Techniques to Improve Call Control Skills

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Training Your Team to Take Ownership

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16 New-Age Ideas for Inspiring a Young Workforce of Super-Agents

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Positive Habits for Your Contact Centre Team

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What Does Employee Empowerment REALLY Mean?

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Why Are Some Contact Centres Turning Away From Multiskilling Advisors?

7 Simple Strategies to Increase Staff Motivation In the Contact Centre

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9 Ways That the Contact Centre Advisor Role Will Change in the Future

Motivated group of young business people grouped around a table listening to a female team leader or manageress explain paperworkMotivated group of young business people grouped around a table listening to a female team leader or manageress explain paperwork

10 Messages That Every Contact Centre Manager Should Share With Their Team

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How Can I Improve the Productivity of Gen Z and Millennial Advisors?

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10 Ways to Control Contact Centre Attrition