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Tell Us: What’s in Your WFO Strategy?

April 23, 2021

Via: No Jitter

In 2014, when ICMI first investigated contact center workforce optimization (WFO), we defined it as the “many processes and tools that are used for assessment and improvement of the agent and organization” in service of the customer experience. Nearly half of respondents to this study reported that their primary objective was improving customer satisfaction. As the 2010s rolled on, that focus on customer experience in contact centers only intensified.

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