News

Whitepaper imageA workforce optimisation suite provides customer engagement centres with more than bundled software at a low price. There is inherent value in a WFO suite’s ability to activate workflows that span multiple traditionally siloed functions. In this research, we discuss the key cross-domain workflows.

Recommendations

Customer engagement leaders should quantify the business benefits of adopting an approach that uses a WFO suite to:

  • Automate and elevate the agent evaluation process.
  • Improve operational performance and understanding.
  • Automate and add intelligence to agent training.
  • Simplify and optimize the agent management process.

Introduction

A WFO suite spans the entire agent life cycle from onboarding to day-to-day operational aspects like call recording and quality management (QM), workforce management (WFM), coaching/e-learning, reporting and analytics, and customer feedback. Large customer engagement centers tend to buy these functions as siloed investments from multiple vendors rather than as a single suite.

FILL IN YOUR DETAILS BELOW TO FIND OUT MORE

You may also like...

Keep Up To Date - Subscribe To Our Email Newsletter Today

Get the latest industry news direct to your inbox on all your devices.

We may use your information to send you details about goods and services which we feel may be of interest to you. We will process your data in accordance with our Privacy Policy as displayed on our parent website https://ebm.media