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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:Calabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
Published: Monday, April 25, 2022
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