2016 Impact of Adaptive WFO Report by Ovum Research


Contact center agents are single most important resource and at the same time, the most volatile factor in achieving great customer service. Learn how to optimize customer interactions by personalizing the agent experience through the entire employee journey.

In this report you will find:

  • Methodologies for utilizing analytics to pinpoint meaningful indicators in agent performance
  • Research on agent persona building, based on skill set, preferences and experience
  • Tips on how to personalize the agent experience for maximum results



To download the white paper

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