Executive Perspectives: A Closer Look at Workforce Optimization

Although many enterprises work hard to deliver a quality customer experience, they’re often hampered by the different systems, applications, people, and processes that play a role in delivering service. And while the contact center is typically the focal point of customer anger when things go wrong, in reality, a break or disconnect anywhere in the customer service value chain can impact the customer experience, no matter how flawlessly the other parts of the chain have performed. This paper discusses the crucial characteristics and applications needed for Work Force Optimization (WFO).