Robin Gareiss (CEO & Principal Analyst, Metrigy)
Date: Wednesday, September 29
Time: 8:00am - 8:45am
Pass Type: Entire Event
Track : Contact Center & Customer Experience
Session Type: Conference Breakout Sessions
Vault Recording: TBD
CX leaders focus heavily on improving the customer experience, but the agent experience is equally as important because of its impact on overall customer satisfaction. There is no shortage of tools to manage workforce optimization (WFO) and to bolster workforce engagement (WEM), and nearly 60% of companies already are using at least some of these applications, according to Metrigy, a research and strategic advisory firm that analyzes enterprise success metrics.
This session will review a taxonomy of applications available to address agent experience and management. These include a variety of analytics capabilities, scheduling and shift trading, coaching and gamification, onboarding, and more.