Employees as the new customer: Rethinking workforce engagement management

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Presented by

Bradley Hoyle, Operational Excellence Manager, BizCover and Andy Hardy, Director, Employee Engagement, ANZ, Genesys

About this talk

For decades, contact centres focused on optimising efficiency and effectiveness. Today, employees expect more. It takes a balance of empowerment and flexibility, culture and empathy to attract and retain the best agents. In this webinar, we'll explore the shifting needs and expectations of contact centre employees and how responding to these with modern Workforce Engagement Management (WEM) tools can make all the difference between employees who are merely satisfied and those who are truly engaged. Join us to hear how BizCover have taken a new lens to WEM during the turbulent past 18 months and have achieved huge productivity gains whilst moving 100% of their workforce to home. On the agenda: • The difference between employee satisfaction and engagement and how it impacts the customer experience • The role of workforce engagement management (WEM) in enhancing employee and customer experiences • How to modernise training, coaching, collaboration and talent development • A day in the life of an agent – making it easy for employees to contribute by focusing on their needs

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Contact centre, customer service and customer experience webinar content delivered by a host of experts tackling today’s hot CX issues and trends from call centre metrics to chatbots, AI, workforce management, customer engagement, CCaaS and more. Our range of webinars will help you find the right customer experience solution and tools and get you ready to respond in real time on your customers’ channels of choice. Learn more about Genesys: www.genesys.com/en-sg/why-genesys