As CX leaders navigate the variety of growing challenges and roadblocks of a post-pandemic world and waves of economic uncertainty, consideration for the contact center workforce needs to be prioritized. Operationally, agent absenteeism and turnover can result in higher costs and the inability to meet rising customer demands. And as the primary point of contact with customers, agent performance can directly impact customer satisfaction, loyalty, and ultimately revenue. In order to maximize their talent investments and maintain exceptional CX, organizations must rethink their workforce engagement strategies and the role of the agent in the contact center.
Join this session to learn about actionable ways to get the best results out of your most expensive and valuable contact center investment–your workforce. Our workforce engagement experts will show you how to manage, develop, and retain high-performing agents by creating a streamlined agent experience that facilitates productivity, performance, and improved CSAT.
This masterclass explores steps your contact center can take to:
- Decrease ramp time and improve productivity
- Develop top performers with AI-driven insights
- Reduce turnover and staffing costs
Note: This is the fourth masterclass in a series of 5 that cover how to optimize, save costs, and improve CX.
