Research Report
The Inner Circle Guide to Omnichannel Workforce Optimisation
"The Inner Circle Guide to Omnichannel Workforce Optimisation" by Contact Babel stands as an authoritative annual report delving into WFO and WEM Solutions, providing a comprehensive view of their implementation and utilisation realities.
The landscape of contact centre Workforce Optimisation (WFO) remains dynamic, often intertwining with Workforce Engagement Management (WEM). While WEM concentrates on individual employee engagement to enhance overall performance, contemporary WFO solutions prioritises tailored support for agents. It's imperative to note the diminishing disparity between WFO and WEM functionalities.
Key takeaways:
- Empowering agents to enhance interaction quality through quality assurance, monitoring, call recording, eLearning, workforce management, and gamification.
- Elevating customer satisfaction by enhancing agent availability and proficiency.
- Optimising resource allocation and performance monitoring to drive service cost reduction.
- Utilising analytics and Voice of the Customer/enterprise feedback management to refine interactions and streamline business processes.
Fill in the form to see the complete report.