Essential WFM Capabilities for SMB, Large & Omni-channel Contact Center
Technology-savvy customers of today are employing multiple devices and channels to engage with companies. In most contact centers, interaction channels are managed in silos. There are separate systems for managing multiple channels of communications, and workforce management. This creates complexity in workforce planning and operations.
In this whitepaper you will learn:
- The essential capabilities of a WFM solution that were required by SMB and Large Contact Centers before the arrival of Omni-Channel Contact Centers.
- The Complexities introduced by the presence of multiple channels along with the WFM capabilities that are needed to address them.