What's In Your WFO? Workforce Optimization for Today’s Contact Center

Author: ICMI Research

Publisher: ICMI

Number of Pages: 42

Sponsor:

Gain insight and real-life examples, high-level direction, customer preferences, technology recommendations, challenges to overcome, and guidance to make your new or existing workforce optimization practices successful.

At one time it was common for the contact center to operate many of the workforce management components independently.  But in today’s multichannel environment, it’s not possible to operate successfully with the pieces disconnected.

In the second quarter of 2014, the International Customer Management Institute (ICMI) and inContact launched a research survey specifically asking about workforce optimization within the contact center. This research report shares insight from the research and provides real-life examples, high-level direction, customer preferences, technology recommendations, challenges to overcome, and guidance to make your new or existing workforce optimization practices successful.

While 28% of centers support social as a customer care channel, only 8% quality monitor social interactions

The investment into workforce optimization is not a luxury; the investment is rapidly becoming a necessity.  Download this research report and get started today improving your workforce optimization program.