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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.

Recognition is one of the most important factors in delivering excellent customer service, and one of the most often overlooked.

I’d like to talk about The Grinch. Whether it’s the character from the 2018 or 2000 movie or the 1957 book, we know him as the cynical and bad-tempered creature who can’t stand Christmas, tries to steal it and generally puts a dampener on all things jolly and festive.

Improve your team’s performance by design. Morris Pentel look at the future of hybrid experience – what can we start to improve today?

Hybrid working also offers efficiency and productivity gains. There’s clearly the chance to right-size office space but contact centres can now also be more flexible.