Contact center staff have become more important than ever during the pandemic. On the customer front lines in extremely challenging circumstances, they've emerged as a key differentiator between successful business communications and failures. In this sector, contact center workforce management is a critical process to get right. If contact center staff are happy, productive and motivated, they're more likely to keep your customers happy in turn.
To optimize these efforts, human resources (HR) teams are increasingly looking to persona-based management and an employee segmentation model. When done right, these activities can have a significant impact on retention, job satisfaction and, ultimately, the corporate bottom line.