2022 Guide to Leading an Agent-Centric Contact Center

People want to take part in work where they believe they can make a difference, they know their contributions are valued, and they feel equipped and supported to take on whatever comes their way. Sadly, that’s hard to find in many lines of work. It’s especially difficult in the contact center. A legacy mindset, a limited perception of value, a laggard approach to tools and resources. It’s no wonder that contact centers struggle with high turnover and low employee engagement – great resignation or not. It’s time for a renaissance in the contact center and a revitalization of the agent’s role. It’s time to view our people in a whole new way, to implement processes built to empower, and deploy technologies that bring the inevitable chaos of customer contacts into order through a unified environment.