Blog

Discover the ultimate guide to call centre agent productivity with critical metrics, the importance of productivity, and proven strategies to boost performance. Learn how Enghouse solutions can enhance agent efficiency and improve customer satisfaction in your contact centre.

Agent empowerment is vital to contact centre success. Empowered agents deliver better service, stay longer, and improve the customer experience.

Given how fast the technology is developing, there is a growing fear of AI among contact centre agents. However, while AI will impact their roles, it is more likely to augment, rather than replace them.

As with any economic downturn, the current situation will have positive and negative impacts on how organisations manage and deliver customer service. Taking a step back and looking at overall operations – and how technology supports them – is vital for making the right decisions moving forward.