Employees in contact centres who have control over their lives feel more valued, empowered and deliver better customer service. The question is how do you give them that autonomy and still provide the best customer experience?
The UK Contact Centre Decision-Makers’ Guide 2025 explores the latest insights on agent engagement, empowerment, and gamification. The NatWest case study featured in this report shows how they’ve increased employee engagement with QStory, resulting in impressive improvements in eNPS and attrition.
Download the full chapter below to explore the latest research and real-world success stories.