Transform CX with Optimized Workforce

Intellicon’s Workforce Engagement Management (WEM) is crucial for optimizing workforce productivity and improving customer experiences by managing and enhancing employee performance, skills, and satisfaction. Here are the details on its uses, features, benefits, industry statistics, industries using WEM, and specific use cases.

Workforce Engagement Management (1)

Industry Statistics

“According to Gallup, companies with highly engaged employees are 21% more profitable, highlighting the importance of employee engagement.”

Uses and Features of WEM in Intellicon

Scheduling and Forecasting

Allocates resources effectively based on the predicted volume of interactions across different channels.

Performance Management

Helps in monitoring, analyzing, and managing the performance of contact center agents.

Employee Empowerment

Empowers agents by giving them access to their performance data, schedules, and learning materials.

E-Learning and Coaching

Provides learning materials and coaching sessions to improve agent knowledge and skills.

Quality Management

Ensure interactions meet the quality standards by analyzing interactions and providing feedback.

Unlock various Benefits
Industries and Use Cases

Industry Statistics

“A study by Bain & Company indicates that a 5% increase in customer retention correlates with at least a 25% increase in profit.”

A Comprehensive Solution

Integrating Workforce Engagement Management with Intellicon’s OmniChannel Contact Center Solutions is pivotal for businesses striving to optimize resource allocation, enhance agent performance and satisfaction, and improve customer experiences across various channels. By focusing on employee engagement and skills development, companies can significantly enhance customer satisfaction and loyalty, leading to increased profitability.