Empowering Your Workforce Balancing Hybrid Work and Employee Experience with Data & AI

Workforce management in a contact centre has evolved significantly in recent times, and organisations are focusing almost equally on providing agents with better rewards, the latest technologies, and effective training mechanisms. However, despite these efforts, agents still experience high levels of stress which can lead to high turnover rates. To address this, customer experience (CX) leaders must develop dynamic and realistic work patterns that help agents manage the changing expectations of customers, while also ensuring that their teams are strong and resilient.

Download the ebook now.