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Discover the ultimate guide to call center 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 center.

Agent empowerment is vital to contact center 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 center 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 organizations 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.

All the signs are that 2023 will be a tough year for the world in general, with recessions adding to current geopolitical turmoil and an energy crisis. Customers are already worried by rising prices and how they can make ends meet. Unfortunately, this looks likely to get worse over the next 12 months.

Organizations with Contact Centers are in an enviable position – each and every day, they gather customer data that is constantly refreshed and upgraded.  When you think about it, they are getting a steady stream of new information from an unbiased focus group.