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    2. Posts tagged: WFO

    From WFO to WEM

    Admittedly, I have not worked in a lot of different industries, but it is hard to imagine there are many…

    December 12, 2021
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    • From WFO to WEM
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    The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers

    Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are…

    December 12, 2021
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    Target Those Manual Processes with Automation

    Automation, from Dictionary.com: “The technique, method or system of operating or controlling a process by highly automatic means, as by…

    January 22, 2020
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    • Target Those Manual Processes with Automation
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    The State Of The WFO Market

    Dick Bucci has a long history researching and reporting on contact center applications. As the founder and sole employee of…

    February 19, 2018
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    Why WFO Makes Sense For SMB Contact Centers

    Don’t let the words “small” or “medium” fool you. Competently running a small to medium-sized business (SMB) is a daunting…

    April 17, 2016
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    • Why WFO Makes Sense For SMB Contact Centers
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    State Of The Industry: Tools In The WFO Suite

    WORKFORCE OPTIMIZATION (WFO) TECHNOLOGY CONTINUES TO ADVANCE. While tools such as workforce management (WFM) and quality monitoring (QM) have achieved…

    October 22, 2015
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    Getting the WFO Basics Right

    Workforce optimization (WFO) technology can significantly impact the productivity and skills of employees, help agents diffuse difficult customer situations and…

    March 18, 2012
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