Your WFM Secret Sauce: The Right Mix of Agent Autonomy, Training and Guidance
Overview
Agility is a core component of providing the staffing, scheduling, and real-time guidance to make life easier for contact center agents, managers and by association, customers. In this webinar, learn to:
Eliminate staffing headaches with the power of seamless, automated digital scheduling tools based on preferences, trade/bid/swap schedules and mobile-based self-serve scheduling modifications
Deliver real-time, just-in-time agent coaching, including on-demand, guided and behavior-based tools
Combine real-time guidance and a 360-degree customer view with personalized routing optimization, currently under development
