Webinar Replay – Workforce Optimization: A Primer on Why You Need it to Deliver Stellar CX

Workforce Optimization (WFO) has become a staple in any sophisticated CX strategy. WFO comprises a variety of applications and analytics, some AI-enabled, that help CX leaders manage agent schedules and performance, analyze customer interactions to improve metrics, and deliver the data needed to continually improve customer engagement. In this webinar, we will cover the following:

• What are the basics of WFO? What applications are included?
• If you can’t adopt the full lineup of apps, which are vital to get started?
• How are companies measuring success with WFO?
• What are the real-world improvements companies see to revenue, costs, customer ratings, and agent productivity?

Workforce Optimization: A Primer on Why You Need it to Deliver Stellar CX

Presented by: Robin Gareiss, CEO & Principal Analyst, Metrigy
Air Date: April 22, 2021

Author(s)

Robin Gareiss