“The Inner Circle Guide to Multichannel Workforce Optimization” is a major independent analyst report, aimed at providing customer contact professionals with the latest analysis and data around current and future workforce optimization issues.
The 150-page report is free to download and contains detailed insight into:
• Workforce management solutions
• Quality management
• Performance management
• Gamification & agent engagement
• Voice of the Customer & Customer Journey Analytics
• Cloud and WFO
• The effect of mobile working, homeworking and virtual contact centers
• Enterprise WFO & the Back Office
• The Future of Workforce Optimization.
To download “The Inner Circle Guide to Multichannel Workforce Optimization” free of charge Click Here
– There reports are avalable in both US and UK versions, containing statistics & findings specific to those industries.
Other Inner Circle Guides, which are also free to download, are available for Omnichannel, Self-Service, Cloud, PCI DSS Compliance, Analytics and Outbound.