Making the Most of Workforce Optimization:An Agent Lifecycle Approach

Many customer contact organizations have implemented Workforce Optimization (WFO) As an operational strategy to improve the performance of customer care professionals once they are on the contact center floor.

However, an agent’s relationship with a company begins well before he or she handles their first interaction. Therefore, a sound WFO practice starts well before then with the recruitment and hiring of agents who demonstrate the necessary skills and abilities to be successful.  A new HireIQ white paper, Making the Most of Workforce Optimization:An Agent Lifecycle Approach, discusses ways to ensure that your recruiting practices accurately reflect the true requirements of your call center positions and how operations and talent acquisition can more effectively collaborate to drive up operational performance and drive down attrition and turnover.

 

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