Today’s fluid remote environment requires the right technologies in place to keep employees fully engaged, sustain productivity, and accurately measure and track performance for enduring success.
While steps have been taken by many organizations as they pivot to optimize the remote agent experience, it is crucial they are also considering the long-term functionality and value behind deploying these solutions quickly and at scale.
This report is your guide to achieving a more integrated, seamless, and engaged agent experience. After illustrating exactly why workforce optimization is critical to leverage within the contact center space specifically, it offers a straightforward solution for transforming your workforce optimization strategy into one that enhances the end-to-end agent experience, ultimately bolstering your contact center’s operational readiness and engagement from virtually anywhere.
This report will cover:
- The key differences between Workforce Management (WFM) and Workforce Optimization (WFO).
- Five reasons why employing and enhancing your Workforce Optimization strategy is essential in today’s customer contact environment.
- Top 5 strategies to better optimize and engage a remote workforce.
- How to implement and excel with an innovative an integrated WFO solution, whether agents are working on-site or remote.