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Articles - Empowering Agents

Explore our range of resources on empowering agents with tools, training, and autonomy to succeed in their roles.

Behind the Scenes at Ocado – 21 Simply Soup-erb Ideas We Heard

Behind the Scenes at Ocado – 21 Simply Soup-erb Ideas

A person holding a sword and shield - fighting stress concept

Arm Your Agents in the Battle Against Stress

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Video: The Truth About Agent Burnout

Broken concrete bridge - broken process concept

Key Signs of Broken Processes (and How to Fix Them)

Think positive message on piece of paper

How to Help Your Agents Be More Positive

Employee Empowerment concept

What Is Employee Empowerment?

Single or multiskill balls merge like liquid wax drops

Should We Multi-Skill or Single Skill Our Advisors?

Close up hand holds paper card with text vocabulary.

The Definitive Guide to Improving Agents’ Customer Service Vocabulary

Gummy bears lined up and facing the same direction in a group

7 Drivers of Employee Engagement

A rear view picture of a person scratching their head looking at question marks

How to Deal With an Indecisive Customer

A picture of a person doing archery

Techniques to Improve Call Control Skills

A picture of hands possessively guarding a series of coloured pawns

Training Your Team to Take Ownership

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16 New-Age Ideas for Inspiring a Young Workforce of Super-Agents

A photo of blocks that say: "Build good habits"

Positive Habits for Your Contact Centre Team

A picture of an empowerment megaphone

What Does Employee Empowerment REALLY Mean?

A woman pushes her hands away from her, with a worried look on her face

Why Are Some Contact Centres Turning Away From Multiskilling Advisors?

7 Simple Strategies to Increase Staff Motivation In the Contact Centre

A photo of a futuristic-looking advisor

9 Ways That the Contact Centre Advisor Role Will Change in the Future

Motivated group of young business people grouped around a table listening to a female team leader or manageress explain paperworkMotivated group of young business people grouped around a table listening to a female team leader or manageress explain paperwork

10 Messages That Every Contact Centre Manager Should Share With Their Team

A white woman with long brown hair wears a headset

How Can I Improve the Productivity of Gen Z and Millennial Advisors?

Fired female employee holding box of belongings in an office

10 Ways to Control Contact Centre Attrition

Beautiful businesswoman telemarketing staff working with new coworker team in call center office

10 Great Conversations to Have With Your Contact Centre Team

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13 Things Every Contact Centre Advisor Needs to Know

15 Things You Can Learn from the DAS Contact Centre

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Editor's Pick

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

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