Understand every interaction and enable employee success
The success of your contact centre hinges on a lot of moving parts. But the linchpin is employee performance. Modern call centre technology has moved past average handle time, hold times and workforce optimisation (WFO). Now, workforce engagement management (WEM) tools give you full insight. They provide a clear picture of customer and employee journeys.
WEM gives you a performance management system that lets you see what your best agents are doing right. That way, you can provide individualised coaching and training on those skills. Manage calls, analyse data and recommend actions that drive performance in real time. WEM brings managers and employees together to provide next-level customer service.