2014: The Year of Workforce Optimization in the Cloud?
So many magazines and websites are naming their Person of the Year and Event of the Year selections, and speculating about what 2014 will bring.
If recent history is any indication, 2014 will certainly be a year in which cloud computing continues to attract new converts. In fact, its transition from an optional alternative to a mainstream solution is nearly complete, given the number of enterprise software vendors (such as salesforce.com) that are now focusing solely on a cloud delivery model.
Workforce optimization software is one of the best ways to achieve this objective. It provides insight into customer interactions and service levels, delivering the data necessary to make important decisions about WFO and optimal management of personnel. And since managers still have a budget to consider when it comes times to expand technological functionality, why wouldn’t they look at the cloud first? There is no more affordable way than workforce optimization in the cloud for a small, medium-sized or large call center.
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is