Can Your Contact Center Benefit from Advanced Workforce Optimization?

Are your contact center and back office operating as efficiently as possible? The right workforce optimization (WFO) tools can make all the difference in employee productivity and job satisfaction, not to mention customer satisfaction rates. But how do you know which areas might need to be fine-tuned, and where your organization can benefit most from improvements in WFO?

Looking at a cross-section of the contact center community represented by centers of every size and from every industry, this visually informative presentation of survey results takes the pulse of contact centers regarding attitudes toward:

  • Cloud-based contact center infrastructure
  • Accuracy in predicting staffing levels using workforce management systems
  • Investment in agent training
  • Effectiveness in using workforce management tools to manage back office staff
  • Advantages of phonetic speech analytics vs. speech-to-text
  • Importance of ease of use in workforce optimization software

Download the report now and see where your organization falls with regard to WFO in the front and back office.

If you’re looking to upgrade or replace your existing WFO system this year, find out how specific improvements can help ensure the best customer experience, a high productivity workforce and better employee morale.

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Can Your Contact Center Benefit from Advanced Workforce Optimization?