Omnichannel Success with WFM

 

In the age of omnichannel customer experience, your customers expect to reach out to your contact center via different channels and easily cross channels. You need to forecast and schedule the right number of agents to handle those contacts and meet performance goals.

As you pursue an omnichannel strategy, your contact center needs to avoid the challenges and pitfalls of WFM for these diverse contact types.

In this webinar, you will learn: 

  • What is omnichannel Workforce Management (WFM)
  • How to prepare for omnichannel WFM
  • How to pursue omnichannel WFM
  • How a WFM solution can help overcome the challenges

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