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?