Special Report: Workforce Optimization



Kindra Cooper
11/01/2019

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 subject to their privacy policy. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights click here. By clicking the "Download button" you agree to the terms of our Privacy Policy.

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 

RECOMMENDED