Special Report: Workforce Optimization



Kindra Cooper
11/01/2019

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Today’s contact centers are multi-channel or omnichannel, with more complicated operations than ever before.

They’re tasked with maintaining exceptional service levels while keeping operating costs down — both an art and a science that needs to be happen at scale. 

Workforce optimization is a business strategy for managing operational costs while delivering expected service levels at the contact center, often using a combination of machine learning and artificial intelligence.

In this Special Report, you’ll understand how modern contact centers use WFO, specifically:

  • 7 ways omnichannel contact centers benefit from WFO
  • 4 business objectives you can achieve
  • 3 strategies for optimizing your WFO solution 
  • Insights from executives at Commerce Bank and Lufthansa InTouch 
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