Organisations should encourage greater work participation among their agents to enable them to deliver better customer service, according to consulting firm Engagement Matters.

Engagement Matters CEO Kevin Panozza told the Customer Contact Philippines conference that agents need to be more involved in their work. "There should be staff engagement. Call center [is] boring work but if you engage the agents, agents are happier," said Panozza.

Panozza said companies should encourage their agents to help in the development of their respective teams. He said agents would also do better if trained in a setting outside of a classroom.