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Optimize: Workforce Optimization and Customer Engagement Best Practices

Optimize: Workforce Optimization and Customer Engagement Best Practices cover image
Optimize: Workforce Optimization and Customer Engagement Best Practices cover image Optimize: Workforce Optimization and Customer Engagement Best Practices cover image Optimize: Workforce Optimization and Customer Engagement Best Practices cover image
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by: Patrick Botz
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Publication Date: October 24, 2015
Book Size: 6" x 9"
Pages: 135
Binding: Perfect Bound
ISBN: 9781682730843
$19.95

Usually prints within 3 - 5 business days
Book Synopsis
Authored by customer care industry experts Dick Bucci and Patrick Botz, OPTIMIZE is a compilation of hundreds of proven contact center workforce optimization and customer engagement strategies, best practices, tips and tools. OPTIMIZE will show you how to:

• Establish a framework for continuous quality improvement
• Define and measure the contact center metrics that really matter
• Optimize quality, performance and workforce management
• Do more with less resources by automating manual processes
• Select and successfully implement the right technologies
• Leverage modern Workforce Optimization (WFO) technologies including call recording, speech and data analtyics, business intelligence (BI), quality assurance, WFM and customer surveying tools.
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