Gemma Ayres joined Five9 in 2016 as Channel Sales Director, EMEA. Gemma works with Five9 Partners, providing a vital link between the partner & Five9 to ensure success in selling best-in-class CCaaS solutions to customers in the EMEA geography.
Now that agents are working remotely, it can be more challenging to know if they’re getting the coaching they need to be successful. Let’s look at how Five9 has integrated WFO into these core applications to reduce agent stress and streamline operations.
The role of a contact center supervisor or manager is tough. Leaders must juggle several strategic initiatives while fostering a supportive environment for agents. Dealing with high agent attrition rates adds even more stress for managers. Management plays a large role in creating the type of atmosphere and culture that keeps agents happy in their role. Here are some helpful, proactive ways you can drive higher agent engagement and, in turn, help to reduce attrition rates.
Businesses today are in a tough place. Organizations must manage the increasing number of interactions and channels while balancing customer and employee expectations. Meanwhile resources tend to remain flat or even decrease. Huw Jones from Verint checks in and checks out what can be done.
Huw JonesDirector, Solutions Consulting Verint Systems UK Ltd
Huw leads a specialist consulting team in EMEA who help customers choose and get the best from Verint workforce management (WFM) solutions.