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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.
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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