Key Functional Capabilities for Contact Center Workforce Optimization

Archived Published: 01 October 2010 ID: G00206940


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Workforce optimization solutions contain eight key functional domains. When combined, these domains can improve the efficiency and effectiveness of a contact center more than when used as siloed pieces.

Table of Contents

  • Analysis
    • Contact Center WFO Investment Trends
    • The Eight Functional Domains
      • Call Recording
      • Evaluation
      • Workforce Management
      • E-Learning/Coaching
      • Performance Management
      • Strategic Planning
      • Speech/Interaction Analytics
      • Postcall Survey
  • Recommended Reading
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