WFM and the Forefront of Change: Industrializing your omni-channel operations to optimize customer experience

Join us for a conversation with Art Schoeller (Forrester Research, Inc.) as he discusses how a customer that reaches his or her 'escalation point' contributes to the increasingly complex nature of calls coming into the contact center, where omni-channel operations require more complex processes to manage. As a result, contact center operations and workforce management teams must evolve in order to keep pace with customer demand while meeting key organizational goals.

January 28, 2016

Today's customers are more dynamic and have more interaction points at their disposal. And a large portion of those interactions (many of which occur within the contact center), will come to define the customer experience and your brand—making the role of contact center agent even more of a competitor differentiator.

Join us for a conversation with Art Schoeller (Forrester Research, Inc.) as he discusses how a customer that reaches his or her 'escalation point' contributes to the increasingly complex nature of calls coming into the contact center, where omni-channel operations require more complex processes to manage. As a result, contact center operations and workforce management teams must evolve in order to keep pace with customer demand while meeting key organizational goals. 

In this webinar, you'll hear more from Art's recent report, "Build an Outside-in Contact Center Road Map," as we explore the shifting roles of the contact center. This change calls for WFM and contact center operations to drive strategic change and lead the charge. 

Art Schoeller

VP Principal Analyst

Forrester Research

In his current role at Forrester, Art Schoeller supports Application Development & Delivery (AD&D) Professionals who plan, build, and run unified communications and contact center workloads for enterprises. His 35 years of experience span the computer, communications, and software industries. Art was an early member of the call center product management team at AT&T, helping it establish its early market share gains that led to Avaya being a leader today. He is best known in the contact center industry for his accomplishments with CTI by helping establish standards and solutions to grow the market in its early stages while at AT&T/Lucent. 

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