High Performance Contact Centers Begin With the Right WEM Suite

High Performance Contact Centers Begin With the Right WEM Suite

Most companies aspire to excellence in customer experience (CX). But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. –  will ultimately fall flat. How do you build a high performance contact center? The foundation of contact center success is attracting and retaining skilled and motivated employees…

What is Workforce Engagement Management? (And Why it Matters)

What is Workforce Engagement Management? (And Why it Matters)

As one of the newest terms to enter the contact center space, workforce engagement management (WEM) is much more than a simple change in the words we use. WEM suites are an evolutionary shift — beyond workforce optimization — brought about by the need to take customer service operations to the next level by placing…

How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It)

How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It)

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. According to industry studies, average annual turnover ranges between 30-45 percent – with some centers experiencing turnover into…

Why You Need to Measure Customer Experience in Your Contact Center

Why You Need to Measure Customer Experience in Your Contact Center

Delivering exceptional customer experiences is the new competitive advantage. In fact, it’s now the last remaining way to gain a sustainable edge, since traditional sources of differentiation – including price and product – quickly erode with the rapid pace of digital information flow. While it’s hard to argue against the importance of delivering great CX,…