Analyst Report

Introducing Workforce Engagement

Introducing Workforce Engagement: A Frost & Sullivan White Paper

Today, the term Workforce Optimization (WFO) is quickly transforming in contact center circles. Take a moment to consider this new game-changing term: Workforce Engagement (WE). Much more than a simple catchphrase, it describes a strategy that clearly defines what’s transforming the contact center marketplace—replacing old terminology and limited technology with a brand new model.

Intrigued? You should be.

Workforce Engagement suggests that managers and employees actually have a voice, a “say so,” and input into how and when they engage with your valued customers.

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