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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.

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