Increasing Profitability through Flexible and Lifestyle-Focused Workforce Management
The contact center lies at the very heart of a company and each customer interaction directly impacts the customer or potential customers view of the company which can have a positive or negative impact on profitability.
Customer service agents are a deciding factor in the outcome of customer interactions, hence satisfying and empowering agents to drive contact center performance has never been more important. Research has shown that there is a strong positive correlation between employee working flexibility and employee performance. Providing greater flexibility in schedules, agent preferences and self-service functionality can go a long way in creating a motivated and engaged workforce.
The Teleopti CCC workforce management solution was designed and architected in a contact center market which emphasized flexibility and agent well-being through positive work-life balance as keys to increased agent and contact center performance. This has resulted in a highly flexible solution where both business goals and agent well-being can go hand in hand.
In this webinar we will show how employee empowerment can increase employee and customer satisfaction while increasing profitability at the same time.
After this 60 minute webinar you will have learned how you can:
- Reduce agent attrition and increase their motivation at work through improved life-work balance
- Provide better customer service and have a more profitable operation
- Make agents responsible for their own performance
- Reduce unplanned absences