Workforce Optimization (WFO) and Workforce Management (WFM) have evolved.
Until recently, workforce management trends focused only on productivity. But now, Workforce Engagement Management (WEM) puts the agent first.
The average annual cost of agent turnover in a contact center is around £200K1. Improving agent retention is therefore critical. CX is now the key strategic differentiator for organizations across all sectors. Agents are the key elements of a contact center’s CX (Customer Experience). Motivated staff and contact center agents will work harder to delight the client and drive long-term brand loyalty.
Download our free whitepaper to learn more about the evolution of workforce optimization and how you can maximize Workforce Engagement in your organization.