Improving the Customer Journey with Workforce Optimization
The new generation of workforce optimization (WFO) is innovating contact centers in a way we’ve never seen before. WFO is a suite of applications. These solutions provide management, analytics, and artificial intelligence to help companies deliver a great customer experience in the most cost effective way. Join Donna Fluss of DMG Consulting and Peter Milligan of Five9 for a deep dive into the hottest WFO modules and trends that you can implement to help improve your current WFO strategy.
In this webinar you will learn:
- What functionality is included in the new generation of WFO suites
- Why recording and quality assurance are necessary in all contact centers
- The benefits of speech analytics and analytics-enabled quality assurance
- Why workforce management is a necessity for contact centers with 10 or more agents, multiple sites and servicing multiple channels
- Case studies that demonstrate the benefits of WFO
Register now, space is limited.