Gartner Research

How to Onboard Customer Engagement Center Agents

Published: 08 September 2014

ID: G00269312

Analyst(s): Jim Davies


New customer engagement center agents must be trained and acclimated to the work floor to reduce churn rates. For optimal integration, customer service managers should educate recruits in an organization's culture early on, and ground them in metrics and procedures, supported by technical solutions.

Table Of Contents
  • Key Challenges



  • Leverage Gamification to Encourage Participation, Motivate Positive Traits and Drive Performance
  • Encourage Social Collaboration to Share Insights and Build Camaraderie
  • Enable Process Guidance to Accelerate Learning and Reduce Process Complexity
  • Invest in Real-Time Interaction Analytics to Ensure Best Practice and Compliance

Case Study

  • Case Study No. 1
  • Case Study No. 2
  • Case Study No. 3

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