The Inner Circle Guide to Omnichannel Workforce Optimization

"The Inner Circle Guide to Omnichannel Workforce Optimization" by Contact Babel stands as an authoritative annual report delving into WFO and WEM Solutions, providing a comprehensive view of their implementation and utilization realities.

The landscape of contact center Workforce Optimization (WFO) remains dynamic, often intertwining with Workforce Engagement Management (WEM). While WEM concentrates on individual employee engagement to enhance overall performance, contemporary WFO solutions prioritize 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.
  • Optimizing resource allocation and performance monitoring to drive service cost reduction.
  • Utilizing analytics and Voice of the Customer/enterprise feedback management to refine interactions and streamline business processes.