Workforce Optimization Featured Article

New ICMI Expo Means Insight for Workforce Optimization

April 24, 2017

A contact center's value these days isn't what it used to be, and that's good news for the contact center. While once regarded as a dumping ground for the worst employees, a necessary evil and sop to the customer, today it's a company's public face, where even slight mistakes become viral nightmares and the best service means better profits. The International Customer Management Institute (ICMI) is offering a new event geared toward getting the most out of the contact center, and that means workforce optimization.

While at the event, as described by ICMI event director Patty Caron, attendees will have the opportunity to not only see materials in this field on exhibition, but also offer a variety of learning opportunities, from spotlight sessions with various leaders in the field to “lunch and learn” sessions. Of course, there will also be networking opportunities, so no matter what point on the continuum a firm may be, there's likely value to be had here.

Workforce optimization will be a big part of the proceedings, as a contact center can't function without a workforce. Thus, getting the most out of that workforce via workforce optimization tactics will be vital to not only ensuring the best results, but getting proper return on an investment that means so much to a business' bottom line. NICE will be on hand to offer a spotlight session on workforce optimization concerns and the best way to approach these for the greatest chances of success.

Naturally, it won't be just workforce optimization; other spotlight sessions include topics like improving customer service and customer experience, security measures, and how to use analytics to get the most out of a contact center.

Contact centers come with a lot of different facets to everyday operations, and that means businesses have to know quite a bit about developments on several different fronts to realize the best chance of success. The good news is that organizations like ICMI are providing insight on these fronts, and businesses like NICE are offering powerful new tools to act on that insight. The contact center is now almost completely the public face of a business; it's up to that contact center to provide the reality which marketing efforts attempt to depict.

Businesses need to have the best in contact centers to have any hope of delivering a great customer experience. Since that's what keeps customers coming back, building a top-notch contact center to provide that customer experience is vital. Workforce optimization is a huge part of delivering that contact center excellence, and ICMI's event should go a long way toward helping here.

Edited by Alicia Young
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