Nine Myths to Debunk for a Data-Powered Contact Center
Calabrio
NOVEMBER 18, 2015
This means that WFO programs in the contact center are a key ingredient impacting the overall service delivery efforts, as well as customer satisfaction,” notes a report on workforce optimization (WFO) analytics by Omer Minkara of The Aberdeen Group in 2014. The Aberdeen Group, Omer Minkara, May 2014).
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