Customers increasingly want to interact with your business on their terms. If your organization is like many today, you are responding by adding more contact channels and expanding self-service options. And, as the number of channels multiply, so does the complexity of managing your contact center. This second of three webinars will help attendees understand how to deliver consistent service across all customer contact channels, including self-service. We will explore how workforce optimization (WFO) monitors and manages cross-channel performance.