#contactcenterworld, @Calabrio
Author: Ross Daniels at Calabrio
Embrace analytics to boost your wellbeing strategy. Here are three reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimisation and engagement.
In our last blog, we asked the question ‘what does wellbeing really mean?’ and came to the conclusion that the major barrier to wellbeing – stress – affects everyone in the contact centre and beyond. The major stress triggers of hybrid working practices, increased customer demand and a fast-changing competitive landscape are taking their toll as people adapt to a new world of work. We shared several coping strategies and introduced the importance of data in promoting wellbeing across the whole organisation.
In this second blog of the series, we explore why technologies that humanize experiences through the likes of AI-infused analytics and intelligent automation, such as modern Workforce Engagement Management (WEM) solutions, are the next step towards developing a robust wellbeing strategy.
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3 ways to de-stress the workforce
Today’s WEM solutions offer the perfect de-stressing tool for agents, operational supervisors and senior managers. Use them to enhance staff engagement, optimise contact centre performance and boost profitability:
The foundation of a successful customer-centric organisation lies with positioning the contact centre at the heart of the business intelligence platform. Organisations benefit from becoming more connected to their customers and their employees, and pervading stress just melts away.
In our next blog, we delve deeper into the concept of wellbeing and how it can be used to drive personal and organisational growth.
About Ross Daniels:
Ross Daniels is Chief Marketing Officer at Calabrio.
About Calabrio:The digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
Published: Monday, April 25, 2022
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