{"id":50180,"date":"2021-12-06T10:50:13","date_gmt":"2021-12-06T18:50:13","guid":{"rendered":"\/us\/en\/blog\/?p=50180"},"modified":"2024-06-07T02:45:05","modified_gmt":"2024-06-07T09:45:05","slug":"inclusive-agent-engagement-strategies-for-success","status":"publish","type":"post","link":"\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/","title":{"rendered":"Inclusive agent engagement: 5 strategies for success"},"content":{"rendered":"<p><strong>Highlights<\/strong>:<\/p>\n<ul>\n<li aria-level=\"1\">Agent engagement strategies must be inclusive, taking into account the various backgrounds, cultures, and beliefs of contact center agents.<\/li>\n<li aria-level=\"1\">Inclusion and diversity aren\u2019t buzzwords, nor are they about checking boxes.<\/li>\n<li aria-level=\"1\">To ensure inclusive agent engagement, clear communication and training is essential, and using technology tools that enable clear communication can help.<\/li>\n<\/ul>\n<p>2020 demonstrated the need for deep, lasting social change. A host of events highlighted systemic inequalities that still haven\u2019t been dismantled. Organizations can no longer pay lip service to diversity and inclusion initiatives; they must ensure their workforce reflects the fabric of our society.<\/p>\n<p>How can you engage your contact center agents in a way that\u2019s respectful and inclusive?<\/p>\n<h2>Inclusion and diversity at contact centers<\/h2>\n<p><a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/contact-center.html\">Contact centers<\/a> today are, like many organizations, working toward becoming more diverse and inclusive.<\/p>\n<p><a href=\"https:\/\/www.zippia.com\/call-center-agent-jobs\/demographics\/\">Over two-thirds of employees<\/a> are female, with only 28 percent of employees identifying as male. Approximately 62 percent are white, and almost 19 percent are Hispanic. Just over 12 percent are African American. The average age is 39 years old. Twelve percent of agents identify as LGBTQ.<\/p>\n<p>In terms of languages spoken, English predominates. However, Spanish comes in second, with almost 69 percent of agents speaking the language.<\/p>\n<p>Regarding educational status, 35 percent of agents have a high school diploma, 26 percent have a bachelor\u2019s degree, and 21 percent have an associate\u2019s degree.<\/p>\n<hr \/>\n<p class=\"p1\"><span class=\"s2\"><b>\ud83d\udc69\u200d\ud83d\udcbc <\/b><\/span>\ud83d\udcab <span class=\"s2\"><b>Teamwork makes the dream work <\/b><\/span>\ud83d\udcab <span class=\"s2\"><b>\ud83d\udc68\u200d\ud83d\udcbc<\/b><\/span><\/p>\n<p class=\"p2\"><span class=\"s2\">\u00a0The key to building a customer-centric team: Enterprise edition eBook<\/span><\/p>\n<p class=\"p3\"><span class=\"s2\"><\/p>\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/building-a-customer-centric-team.pdf\" data-id=\"69d7d2b6608ee\" id=\"69d7d2b6608ee\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d7d2b6608ee.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">The key to building a customer-centric team: Enterprise edition eBook<\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Take me to it\">Take me to it<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d7d2b6608ee.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Happy reading!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p><\/span><\/p>\n<hr \/>\n<p>The impact of diversity and inclusion on organizations<\/p>\n<p>Diversity and inclusion have a direct, positive impact on organizations. Inclusive companies are <a href=\"https:\/\/www.business2community.com\/workplace-culture\/taking-steps-toward-a-long-lasting-culture-of-inclusion-and-equality-in-your-call-center-02414316\">1.7 times more likely to be leaders in their field<\/a>, and they\u2019re 35 percent more likely to outperform their competitors.<\/p>\n<p>Yet, what do those statistics mean for your contact center? If you hire a diverse workforce, will that translate into greater efficiency and effectiveness? What does diversity and inclusion mean when hiring for your contact center?<\/p>\n<p>There\u2019s no one-size-fits-all strategy for creating a more diverse, inclusive team of agents. The strategy must fit your culture, workforce, brand, and customer base.<\/p>\n<h2>Inclusive agent engagement strategies<\/h2>\n<p><a href=\"https:\/\/www.custominsight.com\/employee-engagement-survey\/what-is-employee-engagement.asp\">Agent engagement<\/a> refers to how passionate contact center agents feel about their jobs, how committed they are to their company, and how much discretionary effort they put into their work. What can contact centers do to ensure their agent engagement strategies are inclusive of the whole workforce?<\/p>\n<p>Here are several strategies for success:<\/p>\n<ul>\n<li aria-level=\"1\">Understand where your gaps are<\/li>\n<li aria-level=\"1\">Talk with employees one-on-one<\/li>\n<li aria-level=\"1\">Train your team on how to remove biases<\/li>\n<li aria-level=\"1\">Manage conflict carefully<\/li>\n<li aria-level=\"1\">Be a \u201csafe\u201d person for your employees to turn to<\/li>\n<\/ul>\n<h3>Understand where your gaps are<\/h3>\n<p>The first step toward creating a more inclusive contact center environment and boosting agent engagement is to understand where your diversity and inclusion efforts fall short.<\/p>\n<p>Inclusion and diversity aren\u2019t just about checking off boxes that you\u2019ve hired a certain number of minorities, or that you recognize the contributions of certain groups during their heritage months. It\u2019s about creating an environment in which everyone feels comfortable being themselves; they don\u2019t have to hide certain aspects of their identity so they\u2019ll fit in.<\/p>\n<p>As a contact center supervisor, it can be challenging to discover whether employees feel comfortable and confident in their identities to bring them to work. That\u2019s why the next strategy \u2013 holding one-on-ones with agents \u2013 is crucial.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-50181\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/12\/contact-center-representative.jpeg\" alt=\"Technical support operator with headset working in office\" width=\"512\" height=\"360\" \/><\/p>\n<h3>Talk with employees one-on-one<\/h3>\n<p>Contact center agents might not always feel comfortable sharing how they feel in a group, especially if their coworkers are creating a discriminatory, unpleasant work environment. Talking to employees one-on-one gives them the privacy and space to share their feelings.<\/p>\n<p>In an age when <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/8-ways-remote-contact-centers-benefit-your-customers\/\">many contact center agents work remotely<\/a>, it\u2019s actually far simpler to hold one-on-one meetings with agents. Market-leading contact center software features video conference, chat, and telephony, so you have a variety of channels from which to choose. Video conferencing allows you to meet face-to-face, giving virtual meetings the human touch.<\/p>\n<h3>Train your team on how to remove biases<\/h3>\n<p>Inclusivity isn\u2019t something that happens overnight. And again, it\u2019s not about checking a bunch of boxes. It\u2019s something that\u2019s consciously fostered; you have to work at creating an environment in which your agents feel at home.<\/p>\n<p>To that end, you need to train your employees to remove their biases to the greatest extent possible. Humans tend to <a href=\"https:\/\/www.adl.org\/education\/resources\/glossary-terms\/what-is-anti-bias-education\">stereotype<\/a> anyone who isn\u2019t like them; while we might not talk about these biases openly, they can affect our actions and speech. Anti-bias training can create a more inclusive work environment as well as improve customer service, because it teaches agents to be more sensitive to the needs of others, a key feature that goes a long way in creating excellent customer support experiences.<\/p>\n<p>Remote contact center operations aren\u2019t a barrier to holding training.The right contact center software has video conferencing capabilities, so your entire contact center staff can join in virtual training even if they\u2019re not in the same physical location.<\/p>\n<h3>Manage conflict carefully<\/h3>\n<p>Suppose your agents have gone through anti-bias training and are learning how to be more sensitive toward their coworkers and customers. What happens when an agent makes a mistake and inadvertently reverts to an old, harmful habit?<\/p>\n<p>As a supervisor, you face a challenge. If you reprimand the agent (especially in front of coworkers), that agent may feel that it\u2019s not acceptable to make mistakes. That creates a sense that work isn\u2019t psychologically safe anymore. Yet, you can\u2019t let the mistake stand, because you don\u2019t want to create an unpleasant work environment for other agents.<\/p>\n<p>This is where one-on-one conversations can help. For agents working remotely, talking to them privately is crucial. It gives you the chance to explain the issue and come up with solutions together about how the agent can change their behavior. You don\u2019t want to punish people for making mistakes (we\u2019re human, we all err), but you do want to ensure that going forward, you\u2019re building a better contact center environment in which respect reigns.<\/p>\n<h3>Be a \u201csafe\u201d person for employees to turn to<\/h3>\n<p><a href=\"https:\/\/www.ccl.org\/articles\/leading-effectively-articles\/what-is-psychological-safety-at-work\/\">Psychological safety<\/a> means that people feel safe speaking up and that they won\u2019t be humiliated or reprimanded for sharing their thoughts and opinions.<\/p>\n<p>Being a \u201csafe\u201d person means listening without judgement. Agents should feel they can approach you with their problems. Market-leading contact center software features an internal directory with a presence indicator, so agents know when you\u2019re available to talk.<\/p>\n<h2>RingCentral\u2019s contact center technology enables agent engagement<\/h2>\n<p>RingCentral\u2019s contact center technology helps you boost agent engagement by making it easier to connect with agents, even if they\u2019re working remotely. To learn more, <a href=\"https:\/\/www.ringcentral.com\/view_demo.html\">get a demo<\/a>.<\/p>\n<section class=\"show-demo\">\n<div class=\"title\">\n\t\t\tRingCentral\u2019s contact center technology enables agent engagement\t\t<\/div>\n<div class=\"flex-container button-container {{ $description ?: 'spacing' }}\">\n<div class=\"flex-container description\">\n<div>\n\t\t\t\t\tRingCentral\u2019s contact center technology helps you boost agent engagement by making it easier to connect with agents, even if they\u2019re working remotely.\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"button-wrapper\">\n                                            <button onclick=\"window.open('https:\/\/www.ringcentral.com\/view_demo.html', '_blank'); return false;\" class=\"show-demo-button\" data-dl-name=\"show-demo\" data-dl-element=\"button\" data-dl-additional-info=\"show demo button\" data-no-auto-dl=\"true\">View Demo<\/button>\n                                    <\/div>\n<\/p><\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: Agent engagement strategies must be inclusive, taking into account the various backgrounds, cultures, and beliefs of contact center agents. Inclusion and diversity aren\u2019t buzzwords, nor are they about checking boxes. To ensure inclusive agent engagement, clear communication and training is essential, and using technology tools that enable clear communication can help. 2020 demonstrated the &#8230;<\/p>\n","protected":false},"author":29,"featured_media":50182,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-50180","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Inclusive agent engagement: 5 strategies for success | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Explore five strategies you can adopt to make agent engagement more inclusive for a diverse, effective contact center workforce.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Inclusive agent engagement: 5 strategies for success\" \/>\n<meta property=\"og:description\" content=\"Explore five strategies you can adopt to make agent engagement more inclusive for a diverse, effective contact center workforce.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2021-12-06T18:50:13+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-06-07T09:45:05+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2021\/12\/Call-Center-Rep.jpeg\" \/>\n\t<meta property=\"og:image:width\" content=\"930\" \/>\n\t<meta property=\"og:image:height\" content=\"700\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"RingCentral Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"RingCentral Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/\"},\"author\":{\"name\":\"RingCentral Team\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358\"},\"headline\":\"Inclusive agent engagement: 5 strategies for success\",\"datePublished\":\"2021-12-06T18:50:13+00:00\",\"dateModified\":\"2024-06-07T09:45:05+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/\"},\"wordCount\":1198,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/12\/Call-Center-Rep.jpeg\",\"articleSection\":[\"Customer &amp; employee experience\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/\",\"name\":\"Inclusive agent engagement: 5 strategies for success | RingCentral Blog\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/12\/Call-Center-Rep.jpeg\",\"datePublished\":\"2021-12-06T18:50:13+00:00\",\"dateModified\":\"2024-06-07T09:45:05+00:00\",\"description\":\"Explore five strategies you can adopt to make agent engagement more inclusive for a diverse, effective contact center workforce.\",\"breadcrumb\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/#primaryimage\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/12\/Call-Center-Rep.jpeg\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/12\/Call-Center-Rep.jpeg\",\"width\":930,\"height\":700,\"caption\":\"Happy smiling woman working in call center\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"\/us\/en\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Inclusive agent engagement: 5 strategies for success\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"name\":\"RingCentral Blog\",\"description\":\"Intelligent Communications\",\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\",\"name\":\"RingCentral\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"width\":2048,\"height\":309,\"caption\":\"RingCentral\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/ringcentral\",\"https:\/\/x.com\/ringcentral\",\"https:\/\/www.linkedin.com\/company\/ringcentral\/\",\"https:\/\/www.instagram.com\/ringcentral\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358\",\"name\":\"RingCentral Team\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"caption\":\"RingCentral Team\"},\"sameAs\":[\"https:\/\/www.ringcentral.com\"],\"url\":\"\/us\/en\/blog\/author\/ringcentral-team\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Inclusive agent engagement: 5 strategies for success | RingCentral Blog","description":"Explore five strategies you can adopt to make agent engagement more inclusive for a diverse, effective contact center workforce.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ringcentral.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/","og_locale":"en_US","og_type":"article","og_title":"Inclusive agent engagement: 5 strategies for success","og_description":"Explore five strategies you can adopt to make agent engagement more inclusive for a diverse, effective contact center workforce.","og_url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/","og_site_name":"RingCentral Blog","article_publisher":"https:\/\/www.facebook.com\/ringcentral","article_published_time":"2021-12-06T18:50:13+00:00","article_modified_time":"2024-06-07T09:45:05+00:00","og_image":[{"width":930,"height":700,"url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2021\/12\/Call-Center-Rep.jpeg","type":"image\/jpeg"}],"author":"RingCentral Team","twitter_card":"summary_large_image","twitter_creator":"@ringcentral","twitter_site":"@ringcentral","twitter_misc":{"Written by":"RingCentral Team","Est. reading time":"6 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/#article","isPartOf":{"@id":"\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/"},"author":{"name":"RingCentral Team","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358"},"headline":"Inclusive agent engagement: 5 strategies for success","datePublished":"2021-12-06T18:50:13+00:00","dateModified":"2024-06-07T09:45:05+00:00","mainEntityOfPage":{"@id":"\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/"},"wordCount":1198,"publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2021\/12\/Call-Center-Rep.jpeg","articleSection":["Customer &amp; employee experience"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/","name":"Inclusive agent engagement: 5 strategies for success | RingCentral Blog","isPartOf":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/#primaryimage"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2021\/12\/Call-Center-Rep.jpeg","datePublished":"2021-12-06T18:50:13+00:00","dateModified":"2024-06-07T09:45:05+00:00","description":"Explore five strategies you can adopt to make agent engagement more inclusive for a diverse, effective contact center workforce.","breadcrumb":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/#primaryimage","url":"\/us\/en\/blog\/wp-content\/uploads\/2021\/12\/Call-Center-Rep.jpeg","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2021\/12\/Call-Center-Rep.jpeg","width":930,"height":700,"caption":"Happy smiling woman working in call center"},{"@type":"BreadcrumbList","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"\/us\/en\/blog\/"},{"@type":"ListItem","position":2,"name":"Inclusive agent engagement: 5 strategies for success"}]},{"@type":"WebSite","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","name":"RingCentral Blog","description":"Intelligent Communications","publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization","name":"RingCentral","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/","url":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","width":2048,"height":309,"caption":"RingCentral"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/ringcentral","https:\/\/x.com\/ringcentral","https:\/\/www.linkedin.com\/company\/ringcentral\/","https:\/\/www.instagram.com\/ringcentral"]},{"@type":"Person","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358","name":"RingCentral Team","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","caption":"RingCentral Team"},"sameAs":["https:\/\/www.ringcentral.com"],"url":"\/us\/en\/blog\/author\/ringcentral-team\/"}]}},"rc_img_url":"\/us\/en\/blog\/wp-content\/uploads\/2021\/12\/Call-Center-Rep.jpeg","rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/ringcentral-team\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">RingCentral Team<\/span><\/a>","rc_author_full_name":"RingCentral Team","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2022\/02\/ringcentral-logo-new.png","rc_author_link":"\/us\/en\/blog\/author\/ringcentral-team\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/customer-experience\/amp\">Customer &amp; employee experience<\/a>","amp_link":"\/us\/en\/blog\/inclusive-agent-engagement-strategies-for-success\/amp","excerpt_title":"Inclusive agent engagement: 5 strategies for success","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/50180","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/29"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=50180"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/50180\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/50182"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=50180"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=50180"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=50180"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}