Why Workforce Management and Contact Centers Should go Hand-In-Hand with Customer Experiences
More often than not, businesses rely on legacy technology and siloed organizational structures that prevent their contact centers from fully engaging customers. Additionally, contact centers are typically considered cost centers, and call center employees are viewed as the organization's greatest expense.
In this expert e-guide, learn why companies should focus on an "outside-in" approach to customer experience management (CEM) and workforce management. Discover how "workforce management gives you the tools to manage and optimize staff and, in doing so, keep your costs as low as possible" according to DMG Consulting's Donna Fluss.
Additional topics discussed include:
- Tips for making technology decisions for the contact center
- Tools to manage your workforce
- Determining if workforce management is worth the investment
- And more