Gartner Research

Research Roundup: Customer Engagement Center Workforce Optimization

Published: 21 January 2015

ID: G00273352

Analyst(s): Jim Davies

Summary

As the pressure to provide a positive omnichannel service experience continues to grow, the importance of having appropriately trained, motivated agents is noticeably increasing. WFO technologies can impact this more than any other technology. Here we offer guidance on Gartner's 2014 WFO research.

Table Of Contents

Analysis

Research Highlights

Gartner Recommended Reading

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client