Alvaria, the world leader in enterprise-scale customer experience and workforce engagement management, recently introduced Alvaria Real Time Optimizer, a new cloud application of the Alvaria Workforce Engagement Management Suite that enhances the contact centre agent experience. 

We all want a positive customer experience in our contact centres. Often, this can only be achieved when your staff are motivated, engaged, and experience the work-life balance they require. Companies are seeing the importance of the overall wellbeing of their staff at all levels – and there’s no one-size-fits-all approach. Calabrio’s Workforce Wellbeing Recovery Toolkit provides insights and resources to help identify common challenges and provide ideas for improvements that will positively impact employees, as well as customers.

Using game mechanics motivates and engages call centre employees seamlessly while aligning employee behaviours to company goals — which results in improved employee retention, performance, customer satisfaction and profitability. 

There is no doubt employee engagement has never been a higher business priority—especially for contact centers. The necessity to quickly move from a primarily on-premises to remote workforce due to COVID-19 caught many companies off-guard.