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#CCExpo14 Thought Leadership Panel: WFO Technology

By Erica Marois | Date Published: October 17, 2014 - Last Updated September 26, 2019 | Comments

What's the difference between workforce management and workforce optimization?

In this thought leadership panel from Contact Center Expo and Conference our expert panelists share their thoughts on WFO, and share the tools and technologies that can help any size contact center improve operations.

Do you agree, or have additional advice to share?  Leave your thoughts in the comments below.

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Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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