--- title: "Contact Center Agents: Happy and Engaged?" id: "11896" type: "post" slug: "contact-center-agents-happy-and-engaged" published_at: "2022-01-26T14:51:43+00:00" modified_at: "2025-12-08T18:28:19+00:00" url: "https://www.simpletech.uy/en/agentes-de-contact-center-felices-y-comprometidos/" markdown_url: "https://www.simpletech.uy/en/agentes-de-contact-center-felices-y-comprometidos.md" excerpt: "Digital channels are on the rise in the business world. Automation and the use of AI are scaling up. However, did you know that 38% of companies expect to add call center agents in 2022?" taxonomy_category: - "Communications" - "Innovation" taxonomy_post_tag: - "Agents" - "CONTACT CENTER" - "CX" - "EX" --- The adoption of digital channels is on the rise in the business world. Automation is scaling up. The use of AI in customer service departments is becoming more frequent. Companies are seeking efficiency and cost savings. However, did you know that 38% of companies expect to hire call center agents in 2022? Agents continue to play a key role in delivering a pleasant and effective experience. Their attention and energy shape customers" perceptions of your brand. The combination of human and technology creates an unbeatable dream team that will enhance the experience for both your employees and customers. That’s why we’re redefining the agent experience. **The Agent as an Internal and External Resource** When we talk about customer experience, we’re no longer talking about a single department. In other words, it’s not just support and/or customer service agents who are involved here. In the business world, there are [new concepts](https://blog.simpletech.uy/2021/12/22/4x-en-que-consiste-las-experiencias-cx-ex-mx-y-ux-y-por-que-todos-hablan-de-ellas/) such as EX (employee experience) and MX (multi-experience). These concepts involve understanding how a satisfying, interdisciplinary, and cross-functional experience should be perceived, lived, and delivered within organizations in a holistic manner. Our role as colleagues, peers, and employers of customer service agents is to make their lives easier. If we want them to do this for our customers, who will support them? The organization itself—and this must be implemented from the very beginning. We must provide them with support through information, resources, collaboration, and the design of a harmonious work ecosystem that makes their day-to-day work easier. **What do our agents need?** **Here are 5 key points:** - **Strategy from day 0: recruitment and onboarding** The agent must have the [profile and qualities](https://www.playvox.com/blog/8-most-important-qualities-of-a-call-center-agent/) that the nature of this position demands. Being an agent isn’t a role for everyone. Technical knowledge is also required, which will be provided during the onboarding process. This knowledge will be refined through experience. - **Work Environment** According to Blake Morgan, a Forbes contributor and CX specialist, companies that excel at customer experience have [1.5 times more engaged employees](https://www.forbes.com/sites/blakemorgan/2021/08/09/10-stats-showing-the-growth-of-cx/?sh=65aafa795f23) than other companies. Enthusiastic and positive energy. A collaborative work environment where that energy is contagious. This is where creativity comes into play, and the sky’s the limit. You can organize team-building events that don’t require overly complex logistics. Team lunches, *Casual Fridays*, and after-work gatherings at the office—if work allows—will boost your employees" engagement and commitment. Enthusiasm is contagious! - **Tools and resources that simplify your daily life** An integrated customer service solution such as [3CX](https://www.simpletech.uy/en/3cx-contact-center/) , recognized as an industry leader by G2, shows how world-class service companies are empowering their service teams. Relevant and accessible information about customers, incident status, and purchases is a *must* in today’s world. Agents must also have access to their supervisors—people with experience and advanced technical knowledge—to clarify doubts and resolve issues that may be beyond their scope. - **Geographic and multi-device flexibility:** With the rise of SaaS-based [cloud-based](https://blog.simpletech.uy/2021/11/30/five9-plataforma-lider-contact-center-en-nube/) and [IP telephony](https://blog.simpletech.uy/2017/10/15/ip-centrales-hibridas-3cx/) systems, it is no longer necessary to have all your agents in one place. In fact, it may even be unnecessary. Allowing agents to work remotely [has many advantages](https://www.ccuruguayusa.com/prensa/estudio-revela-que-el-teletrabajo-mejoro-la-productividad-de-las-empresas/) . Moreover, they no longer need to be tied to landline phones. Using the aforementioned platforms, they can carry out their tasks seamlessly via an app, smartphone, or PC. - **Feedback for Growth** Identifying top performers, monitoring the workforce’s performance, recognizing their achievements, and helping them grow based on their attitudes and milestones is the path to success. Let’s face it—they’re human, just like us, and they can make mistakes. That is why it is very beneficial for agents (and certainly, this applies to any employee) to be evaluated quarterly or semi-annually. Receiving feedback from their leaders about their performance—including areas for improvement and their strengths—will enhance their performance and commitment to their role. [This list](https://www.helpscout.com/75-customer-service-facts-quotes-statistics/) provides relevant evaluation metrics if you’re not sure where to start. These points can be part of the roadmap for a Customer Service and/or Support department seeking to improve the experience of its employees. Some will apply to your organization, and some may not. What is certain is that to deliver an effective experience to our customers, we must put those who provide it at the center. Because in the end, as we’ve said, agents are key to any organization. Discover how you can empower them by creating a Contact Center of the future with [3CX](https://www.simpletech.uy/en/3cx-contact-center/) and [Five9](https://www.simpletech.uy/en/five9/) . Enhance your agents" experience and make technology your competitive edge! **YOU MAY ALSO LIKE:** 👉 [Why is tool flexibility vital for sales agents?](https://blog.simpletech.uy/2021/08/31/flexibilidad-herramienta-importante-para-agentes-ventas-atencion/) 👉 [Empowered Agents in Wittyagent: How to escalate conversations in one click](https://blog.simpletech.uy/2021/10/12/agentes-empoderados-wittyagent-escalar-conversaciones/) 👉 [Five9: Why It Has Become the Leading Cloud Contact Center Platform](https://blog.simpletech.uy/2021/11/30/five9-plataforma-lider-contact-center-en-nube/) ## We are revolutionizing the world of CX—join the transformation **We can help you with your business needs!** Leave us a message, and our experts will contact you. 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