WEM Solutions that Drive Agent Engagement and Retention

Call and interaction recording and storage of customer interactions for training and compliance, performance evaluations to assess agent performance using predefined criteria and scorecards, customer feedback integration to incorporate customer surveys and feedback into performance reviews and speech and text analytics for sentiment, keyword, and trend analysis to identify improvement areas. 

Use gamification to motivate employees through leaderboards, badges, and rewards for achieving goals, provide  targeted training and real-time coaching based on individual performance data and use surveys to collect employee feedback to gauge satisfaction and identify areas for improvement.

Track key performance indicators (KPI) metrics like service level, average handle time, and customer satisfaction, provide agents and managers with actionable insights through real-time intuitive dashboards and leverage AI for predictive analytics to anticipate staffing needs and performance trends.