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Technology in 10: Optimizing Your Contact Center Workforce

By Erica Marois | Date Published: April 23, 2014 - Last Updated 5 Years, 41 Days, 11 Hours, 20 Minutes ago | Comments

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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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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