Every contact center leader’s job is to balance the omnipresent tension between achieving expected service levels and managing operational costs. This delicate balance comes with other considerations like the employee experience and it’s knock-on effect on the customer experience.
Workforce management has never been more important in a day and age where agents expect flexible schedules, self-service, integrated desktops and simple interfaces.
In this How To Guide, you’ll learn about forecasting labor requirements in the contact center, scheduling staff and managing employee performance.
Discover how to tailor your WFM strategy to the demands of the modern omnichannel contact center, where agents are likely to interact with multiple customers simultaneously across various channels rather than every agent being on the phone.
Finally, learn how you can use AI and machine learning to optimize your workforce management strategy to improve customer satisfaction and agent satisfaction, decrease costs and drive revenue.
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