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The Inner Circle Guide to Omnichannel Workforce Optimisation

The definitive analyst guide to the WFO / WEM suite, including WFM, analytics, recording/QA, eLearning, gamification and performance management.

About This Report

With 75% of a contact centre’s costs coming from agents, it’s vital to keep a close eye on efficiency and effectiveness while empowering your staff to serve the customer as they demand.  

The majority of contact centres expect to have a hybrid remote working model for the foreseeable future, which means that the days of supervisors walking the floor are over. Yet agents need to be managed closely without feeling like ‘Big Brother’ is watching them. What can a modern contact centre do?

“The Inner Circle Guide to Omnichannel Workforce Optimisation” investigates the use and effectiveness of: 

  • Workforce management
  • Interaction analytics
  • Call recording / QA
  • Gamification
  • Performance management
  • Voice of the Customer
  • Workforce Engagement Management 
  • Recruitment, onboarding, coaching and eLearning
  • Voice of the Employee and agent engagement
  • The effect on WFO of AI, remote working, omnichannel and other disruptors.

UK & US editions.

Free to download. 

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In this Report

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Workforce Management Systems

  • Forecasting
  • Scheduling
  • Adherence and reporting
  • Intraday
  • Remote working
  • Omnichannel WFM
  • Current and future use of WFM
  • The future of WFM
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Quality Management

  • Call recording for QA
  • Omnichannel QA
  • Challenges to improving quality & performance
  • Key issues in quality management
  • Current use of call recording & quality management
  • The future of call recording & quality management
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Interaction Analytics

  • Analytics functionality
  • Improving quality monitoring and training needs
  • CX outside the contact centre
  • Compliance
  • Analytics and first-contact resolution
  • Current and future use of analytics
  • Post-call and real-time analytics
  • The future of interaction analytics
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Performance Improvements

  • Current and future use of gamification
  • Voice of the customer
  • Recruitment & onboarding
  • Voice of the employee and agent engagement
  • Coaching and e-learning
  • Enterprise WFO, back office and remote working
  • The future of WFO

World-class research, data and insights into the contact centre and CX industries