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

Presented by

Robin Gareiss, CEO and Principal Research Analyst, Metrigy

About this talk

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?

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Metrigy is an innovative research and strategic advisory firm that analyzes enterprise success metrics to advise companies on their technology transformation strategies. Founded by Robin Gareiss and Irwin Lazar, both renowned technology analysts and content developers, Metrigy focuses on some of the coolest and most interesting technologies: Digital transformation and digital workplace, Unified Communications & Collaboration (UCC), Customer Experience (CX) and contact center, Artificial intelligence and analytics.