Is your contact center’s WFO solution aligned with your KPI goals? | ICMI.com

QuickPoll

Yes, they absolutely do.

No, they do not.

No, but we are working toward aligning them.

No, we do not have formal KPIs in place.

No, we do not have a formal WFO solution in place.

View Results

More Polls >

0 comments

Leave a comment

If you have a comment, please feel free to respond!

Sign In

Email:

Password:

Remember Me

	Forgot Your Password?

Training & Events

	Contact Center Calibration: You're Doing it Wrong June 7 - Virtual Classroom

	ICMI Training Symposium June 18 - 21 - Chicago, IL

	Contact Center Culture: Building Brand Advocacy September 19 - Virtual Classroom

	Principios de la Gestión Efectiva del Contact Center Virtual OnDemand

QueueTip Posts

1	IVR "Dead Air"? Daniel Orrick - 1 answer

1	Password Hints? David Kang - 1 answer

1	Work From Home & Technical Interruptions? Teresa Smith - 1 answer

2	Average Speed Of Answer Vs Grade Of Service? Martin Friendship - 2 answers

Read More QueueTips

Webinars & Whitepapers

	The Agent's Value to the Multi-Channel Contact Center Webinar – Jun 6 – Register Now!

	Best Practices in the Call Center: A Customer Touch-Point Methodology Whitepaper

	The Customer is in Control! Marketing and the Contact Center... Webinar – Watch Now!

	Build a Mobile Customer Service Strategy Whitepaper

More Whitepapers

Articles & Blog Posts

	The Mobile Customer Service Marathon: An ICMI Research Guide

	ACCE Insider: ACCE 2013 Conference Re-cap Strategic Value

	Bringing it All Together: Part 1: Using Proactive Mobile and... Technology

	Agent Perspective: Worthless or Worthwhile? People

More Blog Posts

Videos

59:33	Making Workforce Optimization Your Best Business Partner 35 views - 1 month ago

1:16	ICMI's ACCE Conference and Expo - The #1... 100 views - 1 month ago

55:51	Achieving First Call Resolution and Quantifying Its Top... 241 views - 3 months ago

Watch More Videos

Do you feel a Mobile Customer Service Strategy is a competitive differentiator?

	Yes
	No

More Polls

Categories

Bilingual/Multilingual Support

Business Continuity

Call Center Technology Applications/Offerings

Communicating with Senior Management

Cost Performance

Customer Satisfaction Measurement/Management

Demonstrating the Call Center's Value to the Organization

Employee Management Issues

Employee Motivation and Retention

Metrics/Performance Measurement

Multi-site management

New Technology Evaluation

Operations Management Certification

People Development

Quality Monitoring

Sales in the Call Center

Strategic Value Certification

Technology Implementation/Maintenance

Workforce Management/Staffing