call-center-software wem performance-management 
Playvox
JANUARY 25, 2024
Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? If you think about that, you’ll do things differently.”
CSM Magazine
DECEMBER 11, 2023
The average attrition rate for call center agents in the U.S. is between 30% and 45% annually, according to a NICE WEM Global Survey. In order to address this issue, contact centers must prioritize agent retention as a key strategy for success. This is significantly higher than other industries.
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Playvox
JANUARY 13, 2022
While many in the contact center industry are slow to transition away from on-premise software, cloud adoption shows no signs of slowing. In the last year, contact center teams that have embraced cloud-based solutions have learned some important lessons. Maximize Workforce Engagement Management (WEM) Solutions.
CSM Magazine
DECEMBER 18, 2021
In this last year, many call centers have struggled with leaders and agents leaving their positions at an alarming rate. As a customer service manager, you know that attrition is at the top of your list of concerns. Many call centers are finding that hybrid arrangements need constant care and attention.
Talkdesk
DECEMBER 3, 2018
Solving this problem is simple: Ensure frontline contact center agents are engaged in their work, with their peers and with leadership. Lucky for us, there is a new software category being introduced by Gartner called Workforce Engagement Management (WEM).
CSM Magazine
OCTOBER 30, 2019
Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio company, says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences.
CX Accelerator
JULY 22, 2019
Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. By increasing performance levels, the hope is that this will lead to better customer satisfaction.
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