There’s been a sizable change in the industry as contact centers place a stronger focus on employee engagement in order slow agent attrition rates and provide a better customer experience.
This shift, from Workforce Optimization (WFO) to Workforce Engagement Management (WEM), has turned the focus towards contact center employee engagement.
As we look back at our top 10 blogs of 2017, it’s easy to see that employee experience has played just as important a role as customer service in contact center trends.
Employee engagement is only going to gain steam in the future. To stay up to date on what you can do to increase agent engagement in the coming year, check out the Definitive Primer on Contact Center Employee Engagement.