19 Workforce Optimization Statistics to Steer You Toward a Better Customer Experience: Give Your Agents What They Really Want and They’ll Return the Favor
SharpenCX
JUNE 3, 2020
feedback, access to analytics, and clear expectations) they need to do outstanding work. Nearly 75% of contact center leaders say a key goal of WFO is to improve the customer experience, while 67% said another key goal is to improve the agent experience. A lack of visibility into goals, metrics, and progress fuels agent burnout.
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