ContactBabel Research Report

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:

  1. Improve agent skills and experience, increasing the quality of interactions
  2. Increase customer satisfaction
  3. Reduce the cost of service through efficiency
  4. 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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