Workforce Engagement

Your people are your most valuable asset.

From agents to executive management, people are your most valuable asset in a Customer Engagement Center. And your employees’ experiences are incredibly valuable because there is a direct, positive correlation between the agent’s experience and the customer experience. At VDS, we ensure our support includes both a strategic look at your agents’ experiences and your customer’s.  

Modern Workforce Optimization Initiatives

In today’s environment, companies are adopting a hybrid model of both agent and self-service. This hybrid model provides a better experience and reduces unnecessary effort for both the customer and the employee. And what makes better experiences and reduced effort possible? Modern workforce optimization (WFO).

Modern WFOs are necessary to understand and best use Omnichannel metrics and WFOs also enhance your ability to enable a hybrid model of agent and automated services. How should this correlation impact the way you forecast, schedule, manage, and understand your most important asset? VDS can help you answer that question.

The cloud has enabled mass access to Workforce Experience technologies. Scalable, subscription-based solutions now enable you to tailor the right mix of analytical tools, management insight, and agent access based on your organization’s needs.

VDS offers insight and expertise in the following Workforce Engagement sectors:

  • Omnichannel Workforce Forecasting and Scheduling
  • Agent Experience Personas and Practices
  • Interaction Analytics
  • Quality Scoring and Benchmarking
  • Gamification   

How It Works


  • Define Business Outcomes & Future Goals
  • Interview Key Stakeholders & Business Groups
  • Formal Executive Report Out

Design / Implement

  • Focused on Defined Goals and Objectives
  • Managed Timelines and Milestones
  • Training and Enablement

Support / Success

  • 24/7/365 Support
  • Managed Services
  • Quarterly Business Reviews

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