What is workforce engagement in a contact centre?
Workforce Engagement (WEM) is a comprehensive strategy aimed at boosting agent engagement within contact centres. It encompasses a range of activities, including agent recruitment, onboarding, training, scheduling, development, motivation, and more. In terms of software capabilities, WEM includes tools like workforce management, quality management, call recording, and performance management.
Traditionally, these activities and software tools fell under the umbrella of Workforce Optimisation (WFO). However, the contact centre industry has shifted its focus from merely optimising labour productivity and managing costs, as was the primary goal of WFO, to a more employee-centric approach aimed at engaging agents throughout their entire employment journey placing a stronger emphasis on performance and quality management.
It is widely acknowledged that agent engagement significantly impacts the customer experience, leading to a consensus within the industry that enhancing agent work experiences benefits both agents and customers. The combination of already high turnover rates, evolving agent demographics, and the propensity of younger generations to change jobs more frequently than previous generations has created considerable retention challenges. High turnover not only affects the customer experience but also has a direct impact on the contact centre’s financial performance.
While implementing a WEM strategy may initially appear challenging, modern technology can simplify and enhance agent engagement efforts, making them more efficient and sustainable.
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How Opus' contact centre consultants can assist you
Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.
Our specialist contact centre services include but are not limited to:
- Workforce Management
- Workforce Optimisation
- Artificial Intelligence
- Knowledge Management
- Speech Analytics
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