Roundtable - Best Practices in Workforce Optimization

About the Webcast

Workforce optimization (WFO) is a key aspect of call center operations and involves ensuring that agents are performing at their best, and that staffing levels are optimized to meet customer demand. During this roundtable we will discuss issues such as the following: 

• Adapting to Modern Staffing Challenges: Using advanced algorithms and AI to gain accurate forecasting in a blended digital and voice environment
• Capacity Planning Accuracy: Visibility into the number of hires is critical to ensuring long-term capacity planning accuracy
• Talent Management:  Using performance data to personalize coaching & learning strategies to optimize agent performance
• Insight Driven Management:  Using data analytics to gain insight to center performance & target areas for improvement
• Performance Assessment: Understand the significance of knowing the precise dollar value of every contact center measure in near real-time. This empowers you to make financially fact-based, data-driven decisions promptly, optimizing resource allocation and improving overall performance.
• Efficiency Optimization: Recognize the hidden costs associated with individual agents and processes within your Contact Center. By identifying and addressing these costs, you can enhance agent productivity, streamline operations, and elevate overall performance.
• AI technology adoption: Discover how generative AI enhances customer interactions, enables personalized assistance, and helps service teams to deliver exceptional support.