Using Workforce Engagement Management to Improve Agent Engagement (whitepaper)

April 2021
By Donna Fluss

Introduction

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.

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