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Posts in category Employee Engagement

6 Signs that your Employees are Disengaged

5 min read
6 Signs that your Employees are Disengaged

Employee engagement can be a huge problem. The latest employee engagement trend report by Quantum Workplace reports that 30% of the workforce is moderately engaged at best (that is 1 out of 3 employees!). Another study, by Cornell University, reports that contact centers experience a 25% to 33% attrition rate on average. But depending on the size of the center and the industry, average turnover rates are between 45% and 60%. In extreme cases, turnover rates have even exceeded 100%; that means the entire workforce was replaced within one year.

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How to Increase Employee Net Promoter Score (eNPS) in your contact centre with WFM

5 min read
How to Increase Employee Net Promoter Score (eNPS) in your contact centre with WFM

The Net Promoter Score (NPS) was introduced in a Harvard Business Review article titled ‘One Number You Need to Grow’. Just like the NPS, the Employee Net Promoter Score (eNPS) asks one simple question: "How likely is it that you would recommend our company as a place of work to a friend or acquaintance?"

In this article we'll cover how contact centres can improve their employee satisfaction, resulting in a higher eNPS score, by using the Workforce Management (WFM) function.

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How to Boost Employee Engagement in Your Contact Center with 2 Simple WFM Tactics

6 min read
How to Boost Employee Engagement in Your Contact Center with 2 Simple WFM Tactics

In many of my writings so far, there’s been a lot of focus on how to make workforce management or your business operate more effectively. In this post, I want to talk about employee engagement in the contact center and why it’s critical to have engaged agents. I will also focus on some simple ways how workforce management can help drive motivation and employee engagement to sustainably benefit customer service and entire operations.

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