Through the eyes of a typical contact centre, Ben Willmott at Calabrio takes a look at how empowering the latest Workforce Management technology can be
There is a motto that says, ‘take care of your employees – engage them, empower them, satisfy them and customer satisfaction will follow”. If you don’t look after your staff, you’ll lose your brightest stars to the competition resulting in a dent in customer satisfaction levels not to mention corporate finances.
Fortunately, help is at hand through automated Workforce Management (WFM). Let’s take a day in the life of Jessica and Joshua, our two agents, and Julie, their team leader, to understand how WFM helps maintain a healthy work/life balance and motivated staff.
If you would like to know more about things like, the shift of focus to employee engagement, polarization of services and empowerment, we are hosting a live webinar on October 12:
Employee Engagement – Securing Future Success