Workforce Optimization Trends

Gatepoint Research invited contact center Workforce Management executives from a variety of industries to participate in a survey themed Workforce Optimization Trends. The questions focused on Workforce management and performance management technology. Download this report and learn how the survey respondents answered these questions:

  • What matters to them - why did they chose the WFM they are currently using?
  • What metrics do they use to determine agent performance? Can they easily gather this data?
  • What are their contact center goals in the near future?
  • How can a WFO solution boost their competitiveness?​

To download the white paper

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