Workforce Optimization for More Productive Agents and More Satisfied Customers

Sponsored By: NICE and Calabrio

The experience of the past year has highlighted workforce optimization (WFO) as a critical component of managing contact center agents comprehensively, regardless of location.

WFO solutions encompass many different technologies and applications and enable excellent customer service by supporting agents as front line brand ambassadors. Call recording, quality monitoring, workforce management, coaching and e-learning, performance management, and even speech analytics fall under the WFO umbrella. From the call center to the back office, WFO is a crucial component to any customer-focused enterprise.

Download this month’s Best Practices installment and learn how WFO solutions enable contact centers to run efficiently and increase customer satisfaction.