Contact Center Workforce Optimization: Productive Agents, Happy Customers and Reduced Costs

This report will provide an overview of the top goals and challenges impacting contact center WFO programs in 2017 and beyond. Specifically, we’ll illustrate how Best-in-Class organizations maximize agent productivity, reduce costs and create happy customers. We’ll do so by taking a close look at the top strategies used by leading performers, as well as supporting capabilities and technologies.