Engage Your Agents: Best Practices to Train Your Workforce

dvsAnalytics Encore Best Practices to Train Your Workforce

Any manager aiming to engage agents and build skillsets in the contact center has considered the question, “How do my agents learn best?” Or maybe, “How does engaging agents increase their desire to learn or the knowledge they acquire?” In this second installment on agent engagement, we’ll answer those questions by exploring the term andragogy […]

Boost Commitment with Agent Engagement

dvsAnalytics Encore Boost Commitment with Agent Engagement

Agent Engagement is recognized as a key ingredient for success in today’s contact center industry. The reasons are clear: when agents are committed to the success of their team, and to the organization, customers and companies win. So it makes sense that when companies create an exciting, empowering environment for their workforce, agent dedication to […]

Using Gamification to Increase Contact Center Engagement

Using Gamification to Increase Contact Center Engagement

For contact center managers, one of the biggest challenges is keeping staff motivated and engaged while still maintaining call center metrics and efficiency. Often people see these two things as polar opposites pulling in different directions, thinking you can’t be meeting metrics and targets and remain motivated, or that efficiency comes at the cost of employee […]