Contact Center WFO: How to Balance Customer Needs with Agent Productivity




We respect your privacy, by submitting this form you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest. For further information on how we process and monitor your personal data click here.

Managing customer expectations and building long-lasting, firm bonds with buyers is no easy endeavor. It is even more challenging for contact centers (compared to sales and marketing) since the nature of their customer conversations primarily involves resolving client issues. As such, contact center agents have a direct and substantial impact on helping companies accomplish CEM objectives.

This report highlights the top priorities driving contact center WFO programs. It illustrates how contact centers straddle agent productivity and performance with the ever increasing need to meet tand exceed customer expectations

RECOMMENDED