On-Demand Webinar: Improving the Customer Journey with Workforce Optimization

Learn about the hottest WFO modules and trends that you can implement to help improve your current WFO strategy.

The new generation of workforce optimization (WFO) is innovating contact centers in a way we’ve never seen before. WFO is a suite of applications. These solutions provide management, analytics, and artificial intelligence to help companies deliver a great customer experience in the most cost effective way. Join Donna Fluss of DMG Consulting and Peter Milligan of Five9 for a deep dive into the hottest WFO modules and trends that you can implement to help improve your current WFO strategy.

In this webinar you will learn:

What functionality is included in the new generation of WFO suites
Why recording and quality assurance are necessary in all contact centers
The benefits of speech analytics and analytics-enabled quality assurance
Why workforce management is a necessity for contact centers with 10 or more agents, multiple sites and servicing multiple channels
Case studies that demonstrate the benefits of WFO