))
8: Workforce Management & Optimization
Manage episode 415299156 series 3551008
CloudInteract - cloudinteract.io에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 CloudInteract - cloudinteract.io 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
In this episode of the ACP, we dive into the intricacies of workforce optimization (WFO), workforce management (WFM), workforce engagement management (WEM) with Scott Budding and Rich Pennington from Calabrio.
As experts in this area, they discuss the evolution of traditional workforce management practices towards a more agent-centric approach, emphasizing the importance of engaging and empowering call center agents for both efficiency and quality service.
The episode also explores Calabrio's suite of solutions, their integration with Amazon Connect, and the impact of AI on enhancing WFO, WFM, and WEM.
From predictive analytics to bot efficiency evaluation, this episode will give you insights into the future of workforce management and optimization in the era of cloud-based contact centers.
Join us as we unpack how Calabrio and Amazon Connect work together to help businesses optimize their contact center operations while keeping agent well-being front and center.
Find out more about CloudInteract at cloudinteract.io.
9 에피소드
공유
