Buying Workforce Optimization Capabilities from your Contact Center Vendor
Integration drives automation. There are a number of capabilities you should look for in any given Workforce Optimization solution, such as WFM, QM or Speech Analytics. However, it is good to define a set of “design principles” that the overall solution or architecture should deliver.
A Gartner report affirms the tangible changes in the contact center environment and stresses the inevitable overlap between the previously independent contact center infrastructure (CCI) market and the contact center workforce optimization (WFO) market.
Download this tip sheet for key requirements to keep in mind when looking for an integrated WFO solution.