In the wake of the disruption caused by the pandemic, Contact Centres have had to evolve to meet new customer expectations and new ways of working. Their complex environments have become even more intricate with the growth of cloud-first business functions, an increase in digital applications and, most significantly, the prevalence of flexible, hybrid working.
But with such a dispersed workforce, it’s vital that Contact Centres are not only able to meet agent expectations to provide flexible working, but can also keep agents engaged, productive and secure whilst doing so. The need for effective Workforce Engagement (WFE) has never been more paramount.
Read the full article at contact-centres to learn the importance and effectiveness of WFE in a hybrid environment.
Craig is Head of Solution Consulting at IPI. With over two decades of experience in the dynamic world of contact centres, he’s seen the industry evolve, and evolved with it. Craig’s journey began with hands-on operational roles, focusing on technology, resource planning, and leadership.
Throughout his career, Craig had the privilege of collaborating with global brands, empowering them to harness cutting-edge technology and streamline their operations. Today, Craig leads Solution Consulting at IP Integration, where we leverage our extensive industry experience to help clients deliver exceptional customer experiences.
