Critical to a well-managed contact center.
Workforce Engagement Management (WEM), a critical component to a well-managed contact center, has the ability to both deliver superior service levels and contain costs. Today, WEM’s sophistication allows you to combine data from both CRM and your contact center, providing a holistic view of your customer and employee experiences and enabling you to make well-informed decisions.
The four main pillars of an effective WEM suite include:
- Workload Forecasting and Agent Scheduling
- Quality Monitoring and Effectiveness Scoring
- Speech and Text Analytics
- Performance Analytics