Agent engagement metrics can look healthy while contact center performance quietly stalls. That disconnect isn’t a coincidence – it’s a measurement problem. When workforce engagement strategy is built on surveys and sentiment scores alone, it rewards the wrong things. Real employee
Agent engagement metrics can look healthy while contact center performance quietly stalls. That disconnect isn’t a coincidence – it’s a measurement problem. When workforce engagement strategy is built on surveys and sentiment scores alone, it rewards the wrong things. Real employee