Smart customer service organizations know they must balance the needs of the customer with the needs of the employee and the organization. However, this can be difficult — and even impossible — to accomplish across multiple channels, especially if your organization is relying on a legacy system designed for older use cases. Fortunately, today's workforce optimization tools are adapting to new multichannel environments.
Listen to Verint, Aspect, Calabrio, and Interactive Intelligence in this interactive Webinar and learn how to:
- Plan your workforce in an omnichannel contact center environment.
- Think in terms of customer journeys, not just customer channels.
- Optimize business processes and utilize context at every stage of the customer journey.
- Improve the customer experience with a better agent experience.
- Use the newest tools in workforce optimization to motivate your contact center.
- Leverage best practices for implementing these tools.
Webinar - On-Demand