Tag: agent satisfaction

06 October 2017

Looking back on the cloud

Written by Jeremy Hamill-Keays

cloud

Years after predicting the future of cloud-based workforce management, Teleopti’s Product Manager Jeremy Hamill-Keays reveals the real state of affairs in contact centers today. Contact centers are leading the way as the cloud becomes an accepted platform for a...

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Cloud, Employee turnover, home working, Lifestyle Scheduling, Mobility, organizational efficiency, Remote working, ROI, workforce management agent empowerment, agent satisfaction, cloud, cloud vs premise based, cloud wfm, cloud workforce management, flexibility, home-working, reduce attrition, reduced costs, reliability, scalability, security Leave a Comment

30 January 2015

Agent satisfaction vs. agent engagement – promoting the latter

Written by Mervyn Lim

Agent Satisfaction

When my father retired, he had worked for the same company for 40 years. Why he stayed with the same company throughout his whole career was because he was “happy” with his job; he had job satisfaction. Back in...

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Agent empowerment, Customer satisfaction, Performance Management agent engagement, agent satisfaction, gamification, performance management Leave a Comment