Published: April 23, 2014 | 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!