Contact centers and businesses of all sizes need workforce optimization (WFO) to deliver the highest levels of customer service in an increasingly complex, multi-channel world. However, small to midsized businesses (SMBs) were traditionally forced to purchase and deal with disjointed legacy WFO systems from multiple vendors. A multi-vendor approach forces management to focus on non-core business issues around systems integration, security, user adoption and scalability. This leads to increased costs to deploy and maintain systems, locks up precious resources, and prevents you from acting strategically to improve customer experience and grow your business.
Learn more in this white paper from DMG Consulting examining unified workforce optimization suites for small to medium sized contact centers, the uses of various modules and the benefits they provide.