Workforce Optimization(WFO) Overview for Customer Service:
WFO is a solution for managers, leads, supervisors and agents which improves the quality and efficiency of service teams and enhances team satisfaction. It enables skills growth and smart scheduling, as well as real-time and historical snapshots of team performance in a single place.
WFO Modules:
Channel Management ● Scheduling & Forecasting ● Adherence ● Team Performance ● Coaching & Skills
Agenda:
AWA + WFO, better together
WFO Overview
Channel and Queue management
Scheduling & Forecasting
Adherence
Team performance
Coaching
Live Demo
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