Tag: employee empowerment

08 June 2018

Guest Blog: Top Customer Care Employees – Hold On To What You’ve Got

Written by Dick Bucci

Employees

The customer care business is going through an evolution driven by digitalization. As an example, we hear a lot about e-commerce these days. One of the world leader’s in the e-commerce space is Amazon. Their 2017 revenue of $178...

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Agent empowerment, Agent motivation, attrition, Coaching and Training, Customer satisfaction, Digitalization, Employee Engagement, Employee turnover, Self-service, workforce management agent self-service, AI, artificial intelligence, customer experience, customer self-service, digitalization, e-commerce, employee empowerment, humanize the workplace, virtual assistant, work-life balance Leave a Comment

13 April 2018

Introducing Gen Z – “Millennials on Steroids”

Written by Daniel Mayer

Gen Z

Understanding the Snapchat, Smartphone generation is essential for building highly effective contact center teams according to Daniel Mayer at Teleopti The worldwide director of J Walter Thompson’s Innovation Group, Lucie Greene, famously referred to Gen Z or Gen Zers...

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Agent empowerment, Agent motivation, Coaching and Training, Efficiency, Employee Engagement, Gamification agent self-service, contact center efficiency, e-library, employee empowerment, employee engagement, face-to-face communication, Gen Z, Gen Zers, Generation Z, Millennials, multi-channel, self-service, self-service portal, training, virtual reality, virtual training, VR, WFM technology, workforce engagement management, workforce management 1 Comment

05 January 2018

Ways of empowering agents – what worked & didn’t work, and why

Written by Dave Hoekstra

empowering agents

To provide excellent customer-service experiences, agents have to be properly empowered so they’re motivated to give that little extra and go beyond just the call of duty. It has been proven time and time again that that properly empowered...

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Automation, Employee Engagement, Lifestyle Scheduling, workforce management attrition, attrition rates, customer service experience, employee empowerment, employee engagement, employee motivation, employee performance, empowering agents, gamification, home-working, Paid Time Off, performance metrics, PTO, remote working, shift trading, skills development Leave a Comment

21 December 2017

The Magnificent Seven – A review of Workforce Management in 2017

Written by Olle Düring

workforce management

CEO Olle Düring looks back at an exciting year with a round-up of the 7 hottest topics affecting customers and contact centers. Things are looking up for WFM in contact centers if the bold statement by DMG Consulting is...

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Artificial Intelligence, Self-service, Workforce Engagement Management, workforce management agent preferences, Chatbot, contact center, customer satisfaction, digitalization, DMG consulting, employee empowerment, employee engagement, employee motivation, flexible working, gartner, homeworking, micro-shifts, omnichannel, self-service, shift bidding, time-off-without-pay, TOWP, Webchat, workforce engagement management, workforce management Leave a Comment

17 February 2017

Workforce Engagement Management – what does it really mean?

Written by Olle Düring

Workforce Engagement Management

Olle Düring, CEO of Teleopti outlines 3 steps to put the Voice of the Employee at the heart of your contact center According to world-leading industry analysts Gartner, “organizations need to assess the potential needs, expectations and aspirations of the...

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Agent empowerment, Agent motivation, Automation, Customer experience, Employee Engagement, Workforce Engagement Management, workforce management agent self-service, employee empowerment, employee engagement, employee motivation, employee performance, employee recognition, employee satisfaction, gamification, gartner, gartner magic quadrant, lifestyle scheduling, magic quadrant, niche player, olle düring, Teleopti, WFM, wfo, workforce engagement management, workforce management, workforce optimization Leave a Comment

24 November 2016

Employee turnover: A Pandora’s box for your contact center!

Written by Mariam Akkar

employee turnover

Should the technological evolution continue at its current pace, all contact centers, even those that pride themselves on being the best, will eventually run out of luck if they fail to keep attrition rates under control. Barbara, Team Manager...

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Agent empowerment, Agent motivation, Automation, Employee Engagement, Employee turnover, productivity, workforce management agent preferences, attrition rates, employee empowerment, employee turnover, from excel to wfm, gamification, HRMS systems, preference handling, seamless integrations, shift trading, vacation planner, workforce management Leave a Comment

07 October 2016

Welcome to our world of empowering Workforce Management!

Written by Ben Willmott

empowering Workforce Management

Through the eyes of a typical contact centre, Ben Willmott at Teleopti takes a look at how empowering the latest Workforce Management technology can be There is a motto that says, ‘take care of your employees – engage them,...

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Agent empowerment, Agent motivation, Automation, Employee Engagement, Gamification, Mobility, organizational efficiency, Scheduling employee empowerment, employee engagement, gamification, mobility, overtime availability, training planner Leave a Comment

28 July 2016

Employee empowerment – not a worn-out buzzword

Written by Annica Ronquist

employee empowerment

Has “employee empowerment” become a worn-out buzzword or over-used contact-center cliché? Absolutely not! Let’s go back to the heart of the meaning of the term “empowerment.” Then let’s review the millennial mindset in order to understand what empowerment means...

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Agent empowerment, Agent motivation employee empowerment, employee engagement, millennial workforce, Millennials 2 Comments