Skip to content

Using Workforce Engagement Management to Improve Agent Engagement (whitepaper)

April 2021
By Donna Fluss


Agility and employee engagement are two of the most important operating principles for contact centers. While this was known (but not always appreciated) before the pandemic, these two characteristics were key to keeping contact centers operating successfully during trying times. The question that contact center leaders should be asking is how to enmesh these principles into the fabric of their contact center, operationally and culturally. It’s one thing for employees to pull together during difficult times, as contact centers throughout the world did during the pandemic; it’s another to keep the positive and agile “can do” mindset and spirit going on an ongoing basis. This white paper presents the important tools that enhance employee engagement and contact center agility while improving the customer experience and reducing operating expenses.

To continue reading, download the PDF by registering below:

Please complete the registration form below and press the download button to access the document you requested.

Please enable JavaScript in your browser to complete this form.
Marketing Choices

This whitepaper is currently unavailable.

Please contact us to request it.

whitepaper cover
Have a question about this whitepaper?
Please enable JavaScript in your browser to complete this form.