Webinar: The Current State of Workforce Engagement Management

Watch Recording

Centrical’s recent WEM report revealed over 71% of organizations are challenged with employee turnover and early attrition. Contact center agents want to work from home, but organizations struggle to keep remote agents well-engaged and supported. During this year of uncertainty and need for heightened, effective leadership, workforce, and operations leaders are being asked to do more with less and need new solutions to ensure success in the remote/hybrid work environment.

Centrical recently surveyed over 500 global enterprise operations leaders across industries about the current state of workforce engagement management and how their leadership initiatives tie to company growth goals. The results were astounding!

Join Centrical as we discuss takeaways from our latest 2023 Workforce & Global Operation Leaders Insights Survey. Topics include:

Challenges and best practices from today’s modern operations leaders
Agent turnover trends
Best practices and methodology in learning & development
Workforce Engagement Management platform expectations and outcomes

Webinar: The Current State of Workforce Engagement Management

Watch On Demand

Watch Recording

Join Centrical as we discuss takeaways from our latest 2023 Workforce & Global Operation Leaders Insights Survey. Topics include:

Challenges and best practices from today’s modern operations leaders
Agent turnover trends
Best practices and methodology in learning & development
Workforce Engagement Management platform expectations and outcomes

Speakers

Madeleine Freind

VP Customer Success, Americas at Centrical

Nate Brown

Sr. Director of CX, Arise and Co-Founder of CX Accelerator

Juanita Coley

CEO & Founder of Solid Rock Consulting

Webinar: The Current State of Workforce Engagement Management

About Centrical

“CX leaders should stop isolating contact centers from other departments. Customer experience is increasingly cross-functional. In 2025, integrating CX insights across the organization will be critical to delivering seamless and cohesive experiences.”

“Knowledge Management: It is not exactly underrated but it will be bigger than what it is in 2025. Vendors are likely to boost R&D investment in knowledge management for contact centers in 2025.”

“Human-centered AI, where AI is used not just to automate and drop money to the bottom line, but used to service up insights to support team members and delight customers. I see generative AI with conversational context and tonal analysis as pretty critical here.”

“The myth that technology/AI is a quickly implemented CX superpower. Companies will realize that we can’t harness a lot of these gains without quality data that is clean and well-organized.”

“By 2025 the buzzword omnichannel may be on its’ last leg.  Customers want their issues resolved quickly and accurately and they would prefer not to need to contact us in multiple channels that we can see at one time.”

“For 2025, the main trend I’m watching is ‘AI agents’—bots powered by AI that are becoming more autonomous. Unlike basic responses, these AI agents can handle end-to-end customer interactions, reducing the need for human intervention. Expect significant developments from vendors.”

“Stop talking about AI. It’s like talking about the internet being a thing. It’s here. The better focus is start thinking about how AI enhances the lives of your team. So stop talking about AI and start doing something about it.”

“AI and CX will drive hyper-personalization, using consumer data to segment customers, deliver key messages, and provide fast, accurate responses. Technologies like chatbots and predictive analytics will close the gap between brands and consumers.”

One myth that will be debunked in 2025?: “Customers are on the edge of their seat waiting to hear what you have to say. We need to learn about what’s important to customers by asking more questions.”