Engage Your Agents: eCoaching Gets Results

Engage Your Agents: eCoaching Gets Results

The challenge with training agents is two-fold: It’s expensive. And also, it’s expensive. Yes, you read that correctly:  agent training hits contact centers twice where it matters most—the bottom line. First, every company needs to develop training content and then administer training, including delivery, grading, tracking, etc. There’s a large market for training and training […]

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 […]