Donna Fluss, President, DMG Consulting Group shares why the service world is changing for the better, and why workforce optimization (WFO) solutions are playing a major role in the evolution. Mega-trends are driving enterprise investments. The world of technology is being enabled by globalization, virtualization, mobility and the cloud, and your organization has to be ready.
What you’ll learn:
•The top servicing priorities for companies
•How WFO solutions help companies achieve enterprise service goals
•The role of WFO solutions and analytics in the contact center of the futureHow the customer journey is enhanced by breaking down the walls between the front and back office