A recent survey shows that almost 75% of consumers use at least three different channels of communication to interact with a business. Are your employees ready? Contact centers need to have the right resources in the right places at the right times, handling each interaction and work item in the most appropriate way.
Contact center planners, forecasters, team members and leaders have different requirements that need to be provided for in an integrated environment to enable operational visibility and performance insights.
View this slideshare and learn the seven key capabilities for a powerful contact center Workforce Management (WFM) solution.
Want more information on this topic? Get the omnichannel chapter of the Contact Babel report http://gsys.co/VGICW