The Future of Workforce Optimization

The workforce optimization (WFO) market is at a turning point, as the groundwork for next-generation service organizations is being readied. Donna Fluss, Founder of DMG Consulting, explains some of newly-emerging WFO trends, including analytics to predict customer behaviors and the employee engagement required for outstanding customer experience.

June 25, 2015

The workforce optimization (WFO) market is at a turning point, as the groundwork for next-generation service organizations is being readied. Mega-trends—the need to provide omni-channel customer support, to understand the customer journey, to reduce customer effort, and to build an engaged workforce—are driving enterprise investments. The world of technology is being enabled by globalization, virtualization, mobility and the cloud, and your organization has to be ready.

Donna Fluss, Founder of DMG Consulting, tells us about emerging WFO trends and how you can use analytics to predict customer behaviors and engage employees to deliver an outstanding customer experience. In this interactive discussion, you will learn more about:

  • How WFO solutions help companies achieve enterprise service goals
  • The role of WFO solutions and analytics in the contact center of the future
  • The importance of creating an engaged workforce
  • Overcoming operational challenges with intraday automation

Fill Out The Form to WATCH THE WEBINAR

More Webinars

All Webinars ->