Workforce Experience & Engagement: The Key to Contact Centre Performance

High-performing contact centres blend technology with a motivated, well-supported workforce. This session presents how organisations have reimagined agent experience via flexible scheduling, performance feedback tools, AI-powered coaching, and well-being initiatives. Learn how employee engagement links to retention, service quality, and long-term cost management. Practical tips will focus on measuring agent sentiment, identifying burnout risks, and creating continuous learning environments.

Key takeaways:

• Learn how to link agent experience to CX metrics
• Apply AI for coaching, recognition, and feedback
• Find out how to reduce attrition with purposeful workforce design
• Discover how to build resilient and motivated teams