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:
Love to geek out about data? So do we! We're digging into customer contact data from the 2016 U.S. Election as well as other planned events like the Olympics and the SuperBowl. We invite you to join our hosts, Dave Thrailkill and Matt McConnell, as they dissect the data and discuss observations and impacts from different industries. You’ll get insight from other professionals in the audience and hear from our special guest speaker who will discuss his experience on how planned events are handled at a major financial organization.
This 30-minute executive session featured Dave Thrailkill, Senior WFM Leader. He joins our CEO Matt McConnell, and together they review how a recent event impacts business across industries and provide insights and tips for increasing contact center productivity without increasing budget.
NewGen WFM is about embracing the changes that are reshaping the contact center landscape from an employee, customer and business point of view, and it also describes the push toward technological innovation with better WFM functionality that includes new intraday management capabilities. In this webinar, guest speaker, Donna Fluss, analyst and founder of DMG Consulting, will discuss the major cultural shift that is already underway, in what she has coined as the "uberization" of WFM.