The key to delivering omnichannel customer experiences (CX) is enabling employees and contact center agents with the right tools to deliver great CX. This requires workforce optimization (WFO) capabilities such as call recording, workforce planning, quality management, training and agent desktop to be ‘omnichannel ready’. In the past, most companies opted for a ‘best of breed’ approach for implementing WFO capabilities.
According to the recent Gartner report titled, Disruption Ahead for the Customer Engagement Center Workforce Optimization Market the future of how and where heads of customer engagement purchase WFO functionality will evolve dramatically over the next five years.
In this slideshare you will learn:
• The impact of implementing WFO capabilities from your contact center infrastructure vendor
• How to empower your agents with an omnichannel desktop that redefines their work experience
Disruption predicted by Gartner for the customer engagement center WFO market
For more informations, visit our website at www.genesys.com