Knowledge - Insights: White Papers

A workforce optimization suite provides customer engagement centers 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.

Key Challenges

  • Workforce optimization (WFO) suites are superior to integrated point solutions, but old ways of
    thinking hold back innovation within larger and more complex organizations.
  • Departmental siloes that occur within larger organizations — especially those linked to specific
    WFO functions like quality management and workforce planning — encourage a narrow/siloed
    functional mindset when it comes to technology investment.


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.


Download this white paper - and get the latest Engage Customer news

Engage Customer Insights offers free downloads for registered users. Please complete the form. In addition to providing the white paper download, this also gives you access to our free weekly newsletter and the opportunity to receive invites to our world-class events and webinars.

The Top 10 Cross-Function Workforce Optimization Processes

You might 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.