Technology in 10: Optimizing Your Contact Center Workforce
Empowering contact center excellence for 30 years!

Technology in 10: Optimizing Your Contact Center Workforce

What's the difference between Workforce Management (WFM) and Workforce Optimization (WFO)? How does WFO benefit the multichannel contact center? What tools are needed to communicate real-time needs to frontline agents?

These are a few of the questions we're exploring at ICMI this month.  We want to arm your contact center with the tools and knowledge needed for WFO success!

This week I had the opportunity to chat with WFM expert Rob Archambault of NICE. Watch and learn how you can best leverage WFO in your contact center.  Want to learn more?  Join us this Thursday for a complimentary webinar: The WFO Puzzle: Putting the Pieces Together.

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Topics: Workforce Management, Technology


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What is your contact center's number one priority for 2017?

Improving the customer experience
Improving employee engagement
Implementing new channel(s)
Implementing new technology
Streamlining/improving processes
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