Now On Demand - Focus Customer Service Roundtable: Workforce Automation

Updated: December 03, 2010

Workforce automation is an emerging technology in the world of performance management, specifically related to the contact center. In this Roundtable you'll learn:

  • The best KPIs to track for sales, service & collection contact centers
  • The impact of social media on performance management
  • How increased integration between workforce management and quality monitoring systems can improve your processes and organization
Featured Research
  • 2017 Must Have Contact Center Features

    If you’re running a business, your contact center is of paramount importance. In fact, 85% of companies view customer service as the greatest of their top, industry-wide differentiators. more

  • 10 Reasons Why  Automated Agents  Aren't the Answer

    Automated customer service agents are a tempting option. They never need time off. You don’t have to pay them a salary. They don’t even need a physical workspace. But despite these advantages, they remain a poor substitute for live agents. more

  • The 2017 Contact Center Comparison Guide: Q2 Edition

    We want to make sure you have the freshest information possible, so we’ve updated that chart to reflect the state of the contact center market for Q2. more

  • Contact Center Software for SMBs

    If you run a small- to medium-sized business (SMB), finding ways to compete with larger, more established companies can prove troublesome—fortunately, contact center software can help. more

  • How to Update Your Contact Center Software

    If improving customer experience is important to you (it should be), then 2017 may be a good year to reevaluate the software you use for your contact center. With customer preferences shifting, the importance of an efficient contact center has never been higher. You cannot afford to simply focus on keeping costs low. Significant competitive advantages are available to businesses who manage this area effectively. more