Over the past two years companies have recognized the value of optimized contact center operations and are working to extensively improve processes, streamline operations and ignite efficiency. While many have been slowly working to enhance productivity, the metric has quickly become critical for customer experience success.
This report will dive into the current employee experience, uncover leading pain points preventing efficiency and establish a framework for maximizing productivity in the contact center. By empowering agents to do more with less, companies can continuously improve even during moments of economic downturn, keep-ing customers and employees satisfied over the long term.