Running a high-performing customer experience (CX) operation means managing, unifying, and acting on extensive amounts of data. Contact centers today rely on a broader array of data than ever before to enhance routing, handling, training, coaching, performance, and forecasting.

One size workforce engagement management (WEM) no longer fits all. That’s the major theme in Frost & Sullivan’s 2024 customer experience (CX) survey. It also showed that with most channels, satisfaction is virtually the same. So, what can contact centers do to improve?

What does it mean to take control of your customer experience (CX) with a workforce engagement management (WEM) solution? That’s what Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics, and SuccessKPI CEO Dave Rennyson discussed during their fireside chat.