Kathy Sobus + Chuck Branum

Part 1 and Part 2 of this blog series detail the first three steps to effective Workforce Engagement Management.

The first entry in this blog series, which details the first two steps to effective Workforce Engagement Management, can be read here.

What factors determine whether a contact center interaction produces a positive outcome? Often, it’s the agent that makes the difference, but this doesn’t tell the whole story. How was the “right agent” trained? Why was the call routed to that employee? What business systems supported the interaction? To ensure the quality of every customer interaction, contact center managers need a business system – a repeatable approach.