ContactBabel Research Report

The Inner Circle Guide to Omnichannel Workforce Optimization

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Recent years have seen a resurgence in investment in workforce management solutions, often driven by the increasing requirement to handle ever-growing volumes of digital interactions, as well as a rise in remote working and managing employees’ greater expectations of flexible working patterns.

These workforce optimization solutions aim to address four key commercial and operational issues:

  • Improve agent skills and experience, increasing the quality of interactions
  • Increase customer satisfaction
  • Reduce the cost of service through efficiency
  • Understand interactions and improve the efficiency of associated business processes

This reports discusses the various WFO (also referred to a WEM) options available to businesses, describing the use cases for each tool, the benefits, and the current rate of industry adoption.

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