In today's dynamic contact center landscape, businesses face the dual challenge of maintaining high service levels while effectively managing costs. Agent satisfaction and retention are significant factors in this equation.
Research shows that rigid work schedules and a lack of flexibility are significant drivers of agent turnover. Contact centers must adopt more flexible work models that align with agents' personal needs. This whitepaper explores how the CXone Workforce Management (WFM) Mobile application addresses these challenges by empowering agents with the tools they need to manage their schedules on the go, fostering a more adaptable and sustainable work experience.
