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.
- 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.
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