How-to Guide: How to Leverage Workforce Optimization in Today’s Contact Center

82% of consumers are now more comfortable using self-service and digital channels as a result of the pandemic. With customers turning to self-service for simple issues, they will primarily seek agent support for more complex or personalized cases. 

The question then becomes, how can we improve agent and customer experiences, elevating performance regardless of where employees are working or which channels customers are choosing during a time of constant, rapid change? 

This how-to guide features CCW Digital's latest research, as well as insights from: 

Shep Hyken - NYT and WSJ bestselling author, Customer Experience and Customer Service Expert, Alison Lichtenstein - Head of CX Design, Dow Jones, and Randall King - Group President, Customer Experience Management, Conduent. 

Topics covered include: 

-Driving a culture of learning, collaboration and wellbeing with a people-first mindset

-Identifying WFO solutions aimed at enhancing employee engagement

-Leveraging AI, automation, and analytics in your WFO strategy to enhance CX