Making the most of Workforce Engagement: An agent lifecycle approach a business optimization

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Overview

Many customer contact organizations have implemented Workforce Engagement (WEM) as an operational strategy to improve the performance of customer care professionals once they are on the contact center floor. However, an agent’s relationship with a company begins well before he or she handles their first interaction. Therefore, a sound WEM practice starts well before then with the recruitment and hiring of agents who demonstrate the necessary skills and abilities to be successful. In this paper you will learn ways to ensure your recruiting practices accurately reflect the true requirements of your call center positions and how operations and talent acquisition can more effectively collaborate to drive up operational performance and drive down attrition and turnover.