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6 Ways To Engage Your Agents – The X Factor In Quality Customer Experience - Fusion BPO Services - Blog

6 Ways To Engage Your Agents – The X Factor In Quality Customer Experience

You have all heard about Powerpuff Girls and how they are made of sugar & spice and all things nice and an accidental dose of chemical X. Without that chemical X or X factor, they would become powerless.  The same thing applies for excellent customer service.  No matter how you incorporate the latest technology, metrics, and communication channels to provide the best customer service through your contact center, it will be quite useless without the factor X – your agents.

The agents are often the unsung heroes of customer service. They work as the first point of contact for your customers and therefore has the power to build or ruin a customer experience. According to a study, companies with engaged employees outperform those without by up to 202%. Want to deliver excellent customer experience every single time?  Turn your attention to engaging your agents.

At Fusion, we take agent engagement very seriously and perform various activities to keep our agents engaged, encouraged and empowered. Here are a few agent engagement tips that Fusion regularly uses to keep the agents engaged:

1. A Sincere thanks

A little thank you can go a long way. After a successful campaign or an exhaustive week, a thank you can pick the agents up like nothing else. We recommend that every manager must have it in their arsenal and use it regularly.

2. Training

The training and orientation program at the beginning of an agent’s tenure in your organization is often exhaustive.  There’s a lot to take in within a short period. Therefore, some agents tend not to remember each and everything taught at the initial training.  To fix this, Fusion arranges custom training for them that help them catch up and improve their performance.

Fusion also arranges cross-trainings with a goal of increasing employee knowledge. We have them trained in other departments or positions, help them learn new skills and languages.  It provides a sense of value to an employee and puts them on a fast track for improvement.

3. Offsite events

Everyone needs to break their mundane cycle and let their hair down every once in a while. And that is exactly what your agents need. Take the team out of the office and have some fun. Take them on a picnic, a happy hour, an after-office badminton session, or a football tournament. Allow them to have fun and enjoy each other’s company. Your team deserves this.

4. Communicate expectations and reward the efforts

As the old saying goes – “Tell me and I forget; show me and I remember; involve me and I understand” you need to involve your agents and show them the big picture.  This way, the agents will know what is expected from them and how they can drive the company towards success. And when they meet that expectation, do not forget to recognize their efforts, encourage them, and reward them. This means the world to them.

5. Reward and recognitions

Provide incentives and praise. It really shows agents how much the organization respects and values them and their critical role. This way you will inspire agents to keep doing the kinds of things that increase customer satisfaction and boost customer experience.

Also, your reward should not come in the form of a cupcake, pizza, and balloons.  They do not quite convey the message that you value your agents. Fusion has a few suggestions:

  • A Wall of Fame featuring agents who have achieved excellence in key areas last month
  • A points-for-performance program, where agents who excel receive points that can be redeemed for merchandise
  • Peer recognition such as “You rock!” stickers or a pack of chocolates to peers who show outstanding effort in making a customer happy.
  • Honoring agents during Customer Service Week, and other such recognition.
  • Rewarding the best performers quarterly in a small ceremony where the CEO congratulates them can be great.

6. Ask for agent feedback

You must make your agents feel valued and heard.  Therefore, you need to ask for their opinion, suggestions, and feedbacks. This also has other advantages. Often agents can notice common issues and come up with easy solutions. Their feedback can help your business resolve underlying issues.  All employees need to feel valued and believe they have a say in the future of the business. These are a few tried and true agent engagement tips that Fusion has put to work with brilliant results.  Do you have such tips? Share with us in the comment section.


Publish Date: February 8, 2019 5:00 AM

2021 Buyers Guide Speech Technology


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)


Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

MattsenKumar LLC

SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.


InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership


Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis

All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
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View more from Fusion BPO Services

Recent Blog Posts:
How The Airlines Industry Can Benefit From BPO IndustryFebruary 14, 2019 5:00 AM
6 Ways To Engage Your Agents – The X Factor In Quality Customer ExperienceFebruary 8, 2019 5:00 AM
7 Ways Retail Businesses Can Benefit From Hiring a Call Center for Customer ServiceFebruary 1, 2019 5:00 AM
5 OmniChannel Customer Service Best Practices To Boost Customer ExperienceJanuary 29, 2019 5:00 AM
5 Social Customer Service Trends That Will Rule 2019January 24, 2019 5:00 AM
8 Ways To Improve First Contact Resolution In A Call CenterJanuary 22, 2019 5:00 AM
Fusion BPO Expands Client Portfolio and Capabilities with Acquisition of Ameridial Inc.January 16, 2019 5:00 AM
5 Ways To Boost Customer Experience Through Call CenterJanuary 15, 2019 5:00 AM
5 Trends Your Call Center Must Follow In 2019December 10, 2018 5:00 AM
Will AI (Artificial Intelligence) Replace Or Enhance A Call Center?November 12, 2018 5:00 AM

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