Harnessing Digital Channels and WFM to Provide the Best Service for Every Customer


Contact centers have more challenges than ever. Agents want more flexibility, while consumers want effortless digital interactions. By pairing a modern workforce management solution with cutting-edge digital tools, contact centers can equip agents to help any customer on any interaction.

Explore the digital tools that complement WFM:

  • Smart self-service that proactively meets customers on their internet searches
  • Knowledge management that serves accurate, personalized results specific to customer profiles
  • Cross-channel switching that transfers customers’ information with each hand-off
  • Real-time agent coaching to reinforce skills learned in coaching sessions 

Digital channels and WFM are better together. Read the eBook now.