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This webinar was originally broadcast on:
Tuesday, July 09, 2013 12:00 PM EDT / 9:00 AM PDT
 
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Forrester research shows that contact centers are moving in greater numbers towards a more integrated WFO strategy. Fully 48% of contact center buyers confirm they have already deployed WFO with an additional 26% planning to deploy in the next 12 months. This ranks WFO as one of the top areas of investment for contact center buyers. So what's driving the renewed focus on optimization? In this session, Forrester analyst Art Schoeller will explore some of the key trends driving the new era workforce optimization strategies:
  • Strategic business drivers and business-driven outcomes require a more integrated application strategy
  • Growing multichannel service models driving the need for full customer experience-focused views
  • More data drives the need for broader analytics-driven insight
  • Strategically focused centers are finding the need for broader business analysis which is driving the evolution of the contact center analyst and senior level personnel i.e. Chief Customer Service Officer
  • Speed to decision is becoming more critical - is real time the right time?
  • And finally, simplicity and lower TCO
Webinar sponsor Calabrio will lend case studies that demonstrate customer success stories among customers that have adopted a more strategic, broader, integrated approach to optimization.

Who should attend:
  • Customer service managers and executives
  • Customer service analysts
  • Companies seeking to elevate the value of their customer service organization to the broader enterprise

Presenters

Art Schoeller
Principal Analyst
Forrester Research




Kristen Jacobsen
Director of Marketing
Calabrio, Inc.



Moderator

Rich Steeves
Web Editor
TMCnet