Workforce Optimization Tools for Great Customer Experiences


The role of the contact center is changing as consumer preferences evolve at an accelerating pace.  A recent blog by Spence Mallder, GM Workforce Optimization and CTO points out that recently, customer experience has overtaken productivity as the top priority for contact center workforce optimization (WFO) programs.  It’s an example, albeit an important one, of how the world of the workforce optimization leader is changing as the dynamics of the contact center continue to change.

The infographic below takes us on a quick tour of new challenges and priorities for contact center workforce optimization leaders, some of the key WFO tools and technologies they are using, and the beneficial results that they are seeing from best-practice use of their WFO tools.

If you want to know more, download the full report from Aberdeen compliments of Aspect, or visit to find out about the capabilities of Aspect’s Workforce Management solutions

WFO infographic


Robert Moore

Bob Moore provides marketing, strategy and product management expertise for Aspect’s Workforce Optimization suite. He frequently writes and speaks about the latest developments in workforce optimization and back office.