Trends Report

Improving Contact Center Performance

Workforce Optimization Suites Reduce Operational Complexity

November 16th, 2007
With contributors:
Christine Atwood , Natalie Lambert , Rachel Dines

Summary

Contact center managers are dealing with more challenges today than ever before — managing a multichannel contact center, coordinating a distributed workforce across several sites, supporting at-home workers, and anticipating the needs of customers with higher service-level expectations. For many years, standalone software solutions were available to help make contact centers more successful by improving both workforce and process efficiency. However, in using these disparate products, managers were forced to handle numerous applications, each with separate administrative functions. Now, a new wave of product suites has emerged to make managing the contact center easier by integrating solutions that improve workforce management and share customer information.

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