Keep agents in the zone where they are energized, focused, and ready to take on anything. CXone Mpower WFM Cognitive Load Optimization (CLO) spreads out tasks for contact center agents, so that the frantic bursts of work and boring lull periods become a thing of the past. Cognitive Load Optimizer is a scheduling enginge that is supported by AI, which can also help you parse large data sets to identify key patterns around the cognitive load of your agents. Understanding the mental capacity of your employees will remove the mystery of “how much is too much?”
“Stress” by definition isn’t inherently negative; some stress is actually good! Exercise places physical stress on the body, which is part of improving overall health. Similarly, some demanding mental tasks cause cognitive stress, which can improve focus and decision-making. However, there is a limit, and excessive stress will negatively impact performance at some point. Beyond impacts on the individual, stress can affect the overall health of a company. Attrition and filling open roles are costly for businesses, and stressed employees may struggle to deliver even adequate customer service. Lackluster customer service can tarnish a brand’s reputation for years. “Meh” level customer service can read as apathy to consumers, who will quickly look elsewhere if they can after a bad experience. A scientific approach, supported by a quality WFM solution, can be taken to measure cognitive load
Understanding cognitive load opens an entire world of opportunities to enhance all phases of the WFM lifecycle and the agent experience. Supported agents make customers happy!
