Workforce Management in a contact centre
sponsored by Aspect

In today’s “always-on” business world, savvy organizations are optimizing their customer service strategies in order to meet customer’s demand for exceptional, 24x7 service and support.

For most companies, this means improving the contact center, but tight budgets and inaccurate forecasting of demand is making these enhancements a challenge. In order to mitigate this potential pitfall, forward-thinking businesses are integrating workforce management (WFM) into the contact center processes.

This Aberdeen Report reviews a spring 2012 survey of 166 companies on their contact center WFM initiatives. Read on to learn nine key business processes and six technologies required for an effective contact center WFM program.

(THIS RESOURCE IS NO LONGER AVAILABLE.)
 
Available Resources from Aspect
See what other users are reading via our Daily Top 50 Report
.

About TechTarget:

TechTarget provides enterprise IT professionals with the information they need to perform their jobs - from developing strategy, to making cost-effective IT purchase decisions and managing their organizations' IT projects - with its network of technology-specific Web sites, events and magazines

All Rights Reserved, Copyright 2000 - 2014, TechTarget | Read our Privacy Statement