Gartner Research

Use Workforce Optimization to Improve Customer Experience With More-Engaged Customer Service Agents

Published: 23 August 2013

ID: G00255103

Analyst(s): Jim Davies

Summary

Exasperated, channel-hopping customers often ultimately turn to a customer service agent to save the day. Beyond requirements for optimized scheduling, evaluation and training, service managers must ensure agents are empowered through social media alignment, and engaged through gamification.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Invest in Empowerment to Drive Agent Loyalty and Satisfaction
  • Embrace Gamification to Elevate Agent Performance
  • Develop an Agent-centric Social and Mobile Strategy to Improve Operational Effectiveness

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