Workforce Optimization has Evolved. Has Your Contact Center?


Workforce optimization ebookCustomer experience has been called the next battlefield for market share, and on the contact center front this battle is being fought exceptionally hard. It’s an objective that now spans every key area of customer-facing business. In fact, a recent Aberdeen Group report found that businesses are now 84% more likely than they were just a few years ago to consider customer experience a top driver of workforce optimization programs.

Winning customers means delivering on expectations for first-class service, and yesterday’s WFO tools simply don’t have the capabilities that today’s agents need to engage with a new class of consumer.

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From omni-channel service to more proactive, personalized communications, innovations in the contact center mean increased customer satisfaction – which means higher revenue and long-term brand loyalty.

We’ve identified five innovations in WFO that will have a measurable impact on the kind of service your agents deliver. Find out what they are – and how to implement them now – in our ebook, 5 Workforce Optimization Innovations that will Change Your Contact Center.

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Chris O'Brien

Chris is a 15-year creative services veteran, with a background in copywriting, content management and graphic design. She works with the Aspect marketing and product teams developing digital assets (like infographics and ebooks) to help businesses make smart customer contact decisions.