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Technology in 10: Optimizing Your Contact Center Workforce

By Erica Marois | Date Published: April 23, 2014 - Last Updated August 22, 2018 | 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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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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