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Dec 2017 - IDC PeerScape - Doc # US43277217

IDC PeerScape: Practices for Successful Workforce Optimization Initiatives in Customer Care

By: Mary WardleyProgram Vice President, Loyalty and Customer Care

Table of Contents

IDC PeerScape Figure

Figure: IDC PeerScape: Workforce Optimization — Practices to Ensure a Successful WFO Initiative

Executive Summary

Peer Insights

Practice 1: Consider WFO Software Modules Holistically

Challenge

Example

Guidance

Practice 2: Partner with IT on an Ongoing Basis

Challenge

Example

Guidance

Practice 3: Leverage Software to Improve Agent Work Satisfaction and Performance

Challenge

Example

Guidance

Content


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