CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers25 Aug 2022

Bonus Episode: Key Takeaways from EP21 with our Host, Amelia Rose Earhart

This episode is part one of the 3-part bonus episode where Amelia sourced some of her favorite moments and thought-provoking takeaways from the previous episodes. In Episode 21, Omer Minkara, VP and Principal Analyst at Aberdeen, talks about the Building Blocks to Boost Agent Retention & Performance. Passionate about all things CX, Omer explains how many channels agents can be responsible for and why agent retention should be a major focus, even as we become increasingly digital.

Tune in to learn more about why prioritizing agents is the best action to make it through the most turbulent shifts of the great resignation and simultaneously strengthen the contact center’s approach to digital transformation.

Enjoy!

In This Episode

01:12 - Why agent retention remains crucial despite an increasingly digital world

02:03 - How to reduce agent attrition

02:48 - How to make agents happy and perform at their best

Favorite Quotes

01:27 - "The perception that as digital becomes more pervasive, companies may think agents are not as important as last year or maybe a decade ago is completely inaccurate." - Omer Minkara

03:20 - "Companies with agent empowerment and engagement programs are achieving 70% more improvement in customer effort scores." - Omer Minkara

03:42 - "Companies that have engaged and empowered agents are seeing four times the annual improvements in costs and service delivery and almost two times the annual revenue growth." - Omer Minkara

Listen to the full episode: Building Blocks to Boost Agent Retention & Performance
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Engage with Omer Minkara
LinkedIn
Twitter
Aberdeen Research

Visit NICE
Website - www.nice.com
Facebook - https://www.facebook.com/OfficialNICELtd/
YouTube - https://www.youtube.com/c/NICESystems
Twitter - https://twitter.com/NICE_CX
LinkedIn - https://www.linkedin.com/company/nice-systems/posts/?feedView=all

Listen to more episodes of the CX Pulse Podcast
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