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#ICMIchat Recap: Turning WFM into WFO

By Erica Marois | Date Published: April 03, 2014 - Last Updated 5 Years, 108 Days, 1 Hour, 54 Minutes ago | Comments

Spring is in the air!  With a new month, comes a new editorial focus at ICMI.  April is all about Workforce Optimization (WFO). To kick things off, the topic for #ICMIchat this week was "Turning WFM into WFO."

Check out the recap below for tips on reducing attrition, increasing agent engagement, and more.

Join us again next week for another fast-paced hour!  We'll be discussing "Forecasting for the Future" and Todd Hixson will be our guest host.

Hope to see you there! Not sure to how to join?  Watch this 5 minute video tutorial.

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Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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