DMG Consulting
SEPTEMBER 14, 2021
Workforce Management Software Improves Employee Engagement. Changing employee expectations is one of the hottest workplace topics and touches on many aspects of the employee/employer relationship. Once this is done, find a new-gen WFM solution that provides the tools to effectively manage the workforce.
Vistio
FEBRUARY 1, 2024
By immersing remote agents in real-world customer interactions, your contact center workforce can develop the confidence and competence needed to succeed in their roles. This robust skillset enables remote agents to tackle even the most challenging customer interactions with confidence and efficiency.
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Playvox
JANUARY 25, 2024
Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. WEM adds the element of employee engagement as the linchpin to delivering outstanding CX. Workforce engagement management matters because the agent experience matters.
Playvox
OCTOBER 18, 2022
In the end, bringing employees back is a risky move. On top of increasing employees’ intent to leave, removing the option to work in a preferred location increases burnout and reduces employee engagement , according to a 2022 Gallup report. Related Article: 4 Smart Reasons To Offer Remote Work In Your Contact Center.
Verint
FEBRUARY 10, 2016
While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line. After all, those are the people who serve your customers and help determine if they stay loyal or not.
Monet Software
SEPTEMBER 24, 2020
Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. QA delivers clear, quantitative feedback agents can build on. Here’s how. #1
Noble Systems
AUGUST 8, 2019
Use several channels of communication to stay in contact with remote workers. It can also deliver continuous feedback in a fun and compelling way. In addition to daily feedback and communication through gamification, it is important to schedule face-to-face meetings with remote agents. Be clear about expectations.
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