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.

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.

 

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The Top 10 Cross-Function Workforce Optimization Processes

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