Elevating contact center performance through effective agent management
Discover how improved workforce management for agents can improve resource utilization and drive customer satisfaction in the contact center
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The contact center is a fast-evolving business function and, driven by extensive developments in the world of work, the management of contact center teams is growing increasingly complex and costly.
Earlier this year, CX Network partnered with NICE to conduct research into how contact center leaders are approaching workforce management (WFM), how they are meeting employee demands and crucially, how they plan to bolster and staff channel capabilities moving forward.
Based on the results of that research – and featuring insights from practitioners at Dialog Axiata PLC, Staff Domain, Teleperformance Brasil, Belong and NICE – this report explores what organizations are doing to enhance WFM for the contact center, reduce attrition and drive overall business performance.
Download this report to discover:
- Top challenges organizations in the APAC region face when managing agents and resources.
- The methods practitioners are using to tackle attrition among agents and back office teams.
- How to increase efficiency and accuracy across your workforce management
