WEBINAR: On Demand

Reduce Agent Turnover and Improve Customer Experience with Workforce Optimization

Watch On Demand

With Robin Gareiss of Nemertes Research

One of the biggest challenges in running a successful contact center is keeping turnover rates as low as possible. Unfortunately, most contact centers must deal with retention rates ranging from 20% to 45%. Consequently, supervisors spend far too much time interviewing and hiring new agents, rather than coaching, managing, and improving the agents on staff—keeping the vicious circle of hiring and replacing agents well intact. During this webinar, you’ll learn how contact centers can:

  • Leverage Workforce Optimization (WFO) and realize up to a 48% reduction in agent turnover rates. Help supervisors better manage their agents.
  • Enable supervisors to become better coaches by monitoring and evaluating the quality of the interactions using call recording and text/speech analytics.

This webinar discusses the decision points CX leaders should consider when implementing WFO capabilities, along with the potential benefits of improved agent and customer experience they can expect.

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Featured Speakers

Robin Gareiss

President and Founder of Nemertes

Robin Gareiss is president and founder of Nemertes Research, a technology advisory firm based in Mokena, Ill. Her areas of expertise include unified communications and collaboration, voice over IP, digital transformation and total cost of ownership research. For more than 25 years, Robin has advised hundreds of senior-level IT executives and analyzed their technology strategies.

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