WFO Strategies to Keep Customers Coming Back

Presented by

Michael Kropidlowski, Sr. Marketing Manager, Aspect Software

About this talk

As customers continue to take greater control of the service conversation, superior workforce optimization and back office software integration are essential to enabling contact center agents to deliver seamless, informed, and empowered interactions in every channel and every touch point. The session will look at ways to leverage workforce optimization strategies to provide the ability to properly schedule, forecast, coach, develop, analyze, optimize and provide tools and insights needed to establish a cycle of continuous improvement within the teams that either directly or indirectly impact the customer in a way that translates into better customer experiences.

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