The importance of Workforce Management in a multi-channel world

Contact centers are currently going through some of the most significant changes that have happened to the contact center industry in decades. These changes are mainly a result of advances in communication technology which have led to an explosion in the number of contact channels allowing customers to contact companies at anytime from anywhere often with increased service expectations.

To make the most out of each of these interactions it is of fundamental importance to have the right amount and type of customer service representatives available to service these incoming contacts. To do this in the most effective manner requires a modern flexible workforce management solution which includes forecasting, scheduling, intraday management, reporting, mobility and self-service features for agents to reduce the administrative burdens of providing maximum flexibility for agents.

Teleopti, a leading global supplier of workforce management solutions and the leader in lifestyle scheduling, invites you to attend a 45 minute webinar to learn about the benefits that a modern workforce management solution can provide to your contact center.

In this webinar, Teleopti together with their partner Presidio, will cover the following areas:

  • The importance of Workforce Management across all channels
  • The benefits of lifestyle scheduling
  • Demonstration of Teleopti’s workforce management solution, Teleopti WFM

 

   

Presidio - Passion for delivering client results

Presidio addresses the complete technology lifecycle - enabling clients to plan, design, integrate, operate and optimize their technology investments. Presidio's comprehensive portfolio includes data center virtualization, collaboration, security, mobility, contact centers and network infrastructure. We deliver purpose-built solutions for commercial and public sector clients and offer a full suite of professional, managed and hosted services. We also offer innovative leasing and project finance solutions.

For more information, please visit www.presidio.com  

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