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Analytics-driven Workforce Optimization: An Essential Approach to Enterprise Customer Service
sponsored by Verint Witness Actionable Solutions
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Posted:
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03 Apr 2008
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Published:
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01 Apr 2008
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Format:
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PDF
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Length:
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13
Page(s)
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Type:
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White Paper
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Language:
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English
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ABSTRACT:
Increasingly, organizations are using analytics to better understand what customers think about their products, services, policies, and service representatives. Analytics offer deep insight into customer behavior and opinions - a critical step that lies at the heart of customer-centric service strategies. Analytics can extend the reach of workforce optimization (WFO) solution beyond the contact center, into other areas of the enterprise to enhance the customer experience, drive down costs, and improve competitive advantage.
Read this white paper to learn more about analytics in the contact center and how analytics forms part of an advanced workforce optimization solution that can impact areas beyond the contact center, including branch-office interactions and back-office operations.
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Author
Bill Durr
Principal Global Solutions Consultant
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Verint Witness Actionable Solutions
William (Bill) Durr serves as principal global solutions consultant for Verint Witness Actionable Solutions. With more than 20 years of experience in the industry, Bill has authored numerous articles, white papers and has written two books on the technology and management of contact centers. He is a frequent industry speaker, specializing in workforce and performance management.
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BROWSE RELATED
RESOURCES
Call Center Management | Call Center Software | Contact Center Management | Contact Center Software | Contact Centers | CRM Analytics | Customer Service | User Experience | Voice Recognition Software
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View All Resources
sponsored by Verint Witness Actionable Solutions
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