This year, as employers and employees navigate a work environment that is anything but “business as usual,” leaders in every area are discovering more questions than clear answers. And the contact center is no exception. With a formal “return to the office” still up in the air, today’s CX leaders are struggling to create stability in an increasingly complex and dynamic global environment. One thing that has become abundantly clear, however, is that employees have little interest in returning to traditional ways of working, even when a return to the office is safe.
The challenge for CX leaders in the coming months and years will be determining which workforce model, tools and engagement strategies will yield the highest levels of employee engagement and retention, which will in turn drive positive customer outcomes and loyalty.
While many uncertainties remain in determining the future of workforce engagement, it is safe to expect that those organizations prioritizing employee experience have much to gain, both in bottom-line results and an enhanced CX.
O que aprenderá:
- Which workforce model will dominate in the post-pandemic world.
- What the future holds for contact center engagement and Workforce Engagement Management (WEM) tools.
- What role collaboration will play in the contact center between now and 2025.
