The Inner Circle Guide to Omnichannel Workforce Optimisation
Recent years have seen a resurgence in investment in workforce management solutions, often driven by the increasing requirement to handle ever-growing volumes of digital interactions, as well as a rise in remote working and managing employees’ greater expectations of flexible working patterns.
These workforce optimisation solutions aim to address four key commercial and operational issues:
- Improve agent skills and experience, increasing the quality of interactions
- Increase customer satisfaction
- Reduce the cost of service through efficiency
- Understand interactions and improve the efficiency of associated business processes
This report discusses the various WFO (also referred to a WEM) options available to businesses, describing the use cases for each tool, the benefits, and the current rate of industry adoption.
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