Keeping employees engaged has become a big challenge for call centres. When most agents moved to remote work in 2020, it tested the limits of existing technology. It also broke the sense of community that kept teams unified and motivated. The new model isn’t likely to go away, but there are tools that tap into data to give you a deep understanding of how employees are working — and what they need to be successful. When employees feel valued, supported and engaged, you have a direct path to improve customer satisfaction.
With modern workforce engagement tools, you can:
Capture hard and soft data on employee strengths and skill sets Identify training needs through visual KPI dashboards
Find performance gaps to reduce turnover and absenteeism Refine speech and text analytics to reflect business needs