White Paper & Reports
The Definitive Primer on Contact Center Employee Engagement
Happy contact center agents lead to happy customers and better business results.
There’s a massive shift underway in today’s contact center: yesterday’s focus on workforce optimization (WFO) is morphing into a new focus on employee engagement.
Yet—despite employee engagement’s critical role—most companies remain challenged to engage contact center employees.
Finding, training and keeping contact center staff while maintaining a high level of customer service is hard and expensive. In fact, 60 percent of respondents to a Saddletree Research survey cited reducing turnover and improving employee retention as their top priority.
If reducing turnover and improving your customer experience is a top priority for your organization, check out The Definitive Primer on Employee Engagement to learn:
- Why you’re falling behind if all you do is Workforce Optimization
- How to start engaging your contact center employees
- Which employee engagement strategies are proven to be most effective