EMPLOYEE ENGAGEMENT MEASUREMENT Adaptive WFO brings to life the - PowerPoint PPT Presentation

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Adaptive WFO Transformation from To EMPLOYEE EMPLOYEE ENGAGEMENT MEASUREMENT Adaptive WFO brings to life the employee persona and leverages it to empower and drive better performance while improving satisfaction and alignment to the

Adaptive WFO Transformation from To EMPLOYEE EMPLOYEE ENGAGEMENT MEASUREMENT Adaptive WFO brings to life the employee persona and leverages it to empower and drive better performance while improving satisfaction and alignment to the organizational goals 1
Employee Persona M.A.P. CREATE COMPREHENSIVE PROFILE BASED ON:  METRICS • AHT • FCR • CSAT • Adherence ADAPT all processes around the employee to  ATTRIBUTES • Knowledgeable empower and drive • Proactive better performance • Empathetic • Patient • Influential  PREFERENCES • Morning person • Tech savvy • Promotion to specialist • Work from home 2
Analytics & Adaptive WFO Personalized Process Multiple sources of data Employee Persona M.A.P RECRUITING Desktop Customer Analytics Feedback ON BOARDING COACHING Interactional Analytics Social SCHEDULING IMPROVING Quality Performance Management Management CTI Preferences 3

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