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The Future of Workforce Management in Contact Centers

 
 

In this brief interview, Josh Streets (CEO, The Scoreboard Group) and Jim Roth (EVP, Customer Support, Salesforce) discuss the future of workforce management (WFM) in contact centers.

View this video to learn:

  • How WFM has changed over the past year.
  • How WFM will evolve to address this shift.
  • The ways contact center leaders can optimize agent engagement, whether they're at home or in the office.
  • Why agent engagement matters more today than ever before.
  • What's on the horizon for contact centers.
 

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