Published: 28 April 2022
Talent management has evolved into a nuanced and complex challenge requiring a solution as comprehensive as workforce engagement management. Service and support leaders must prioritize and implement WEM capabilities to drive engagement and performance for the modern frontline workforce.
The emergence of service and support as a center of retention and growth, the normalization of hybrid working models and the prioritization of “work-life harmonization” have forced service and support leaders to reconsider their approach to frontline talent management.
Retention is more challenging in today’s job market, as reps are presented with lower switching costs and a growing number of outside opportunities. Even reps with higher intent to stay demand greater support professionally and personally to remain engaged and productive.
To address the heightened complexity and nuance that has come with the “future of work,” service and support leaders have
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