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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.


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Articles | Call recording & QM | Contact Centres | CX | EX | WFM