Gartner Research

The Top 10 Cross-Function Workforce Optimization Processes

Published: 04 February 2016

ID: G00297952

Analyst(s): Jim Davies

Summary

A workforce optimization suite provides customer engagement centers with more than bundled software at a low price. There is inherent value in a WFO suite's ability to activate workflows that span multiple traditionally siloed functions. In this research, we discuss the key cross-domain workflows.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Automate and Elevate the Agent Evaluation Process
    • Case Studies
  • Improve Operational Performance and Understanding
    • Case Studies
  • Automate and Add Intelligence to the Agent Training Process
    • Case Studies
  • Simplify and Optimize the Agent Management Process
    • Case Study

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