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White paper

Planning and managing your omnichannel workforce

Developing a productive, engaged workforce through integration, routing optimization and automated, targeted training

Technology-savvy customers of today are using multiple devices and communication channels to engage with companies. In most contact centers, interaction channels are managed in silos. There are separate systems for routing interactions and tasks, and for workforce management. This creates complexity and manual work for workforce planning and operations.

Read this white paper to learn how you can:

  • Develop integrated omnichannel workforce planning strategies
  • Modernize your infrastructure with an integrated contact center solution
  • Improve customer experience and agent satisfaction while reducing costs