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According to Peter Dempsey from Puzzel it’s time to transition from Workforce Management to Workforce Optimisation for true efficiency and effectiveness in contact centres. Here, he shares 3 tips for making the change.

Workforce Management (WFM) has been an essential solution for busy contact centre leaders for many years. At the touch of a button, they were in control, swiftly ensuring the right number of agents were available at the right time to meet customer demand. Then digitalisation and rising customer expectations came along. All of a sudden, contact centres faced a new set of dynamics that threatened to see once-loyal customers and employees flee to the competition.

Recent research from Puzzel’s own WFM partner Verint discovered that two-thirds of consumers are prepared to move to brands offering superior service. At the same time, 77% of people believe convenience is a major factor when choosing a brand or service provider, while 60% of...

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