From Tactical to Strategic:
The Workforce Optimization Maturity Model
 
 
Asking about the maturity of a contact center is certainly a delicate matter. But it is a question that has to be asked.
 
In this webcast, we explore a maturity model that gives you new insights into your own organization and explores how you can make your contact center a change agent for the entire business. What you will hear will help you move from a tactical to strategic way of thinking, especially in the area of workforce optimization.
 
So if you are dealing with the unprecedented pressures brought on by the Internet, hyper-competition, and voice over IP along with the familiar demands of cost-cutting and employee retention, this webcast is for you.
 
If you are facing the harsh realities of blurred boundaries between processes in the contact center and how the rest of the company works, this webcast is for you.
 
You will learn what steps you can take to better utilize your contact center resources in order to make customer service an enterprise function.

What you will learn:
• Where your contact center fits in the workforce optimization maturity model and how to move to a higher level of maturity.
• How a more mature contact center can strategically affect change in all parts of the business.
• The benefits of a workforce management optimization strategy in achieving better contact center results.