Compliance Issues, Back-Office Applications and Analytics Drive Changes
There is a synergy between emerging trends in the contact center and WFO applications. Companies have always sought capabilities that were in sync with their needs to enhance staff performance and operate more cost-effectively. This interdependent relationship has become critical in determining the elements integrated into WFO suites. The key factors that are shaping WFO applications address three common areas: technology, operations and people. Read the significant drivers of change.