WFM em um mundo Omni-Channel

Tradução de matéria escrita por Magnus Geverts, Chief Business Development Officer na Teleopti Durante uma viagem de trem de 30 minutos para o aeroporto esta manhã, eu usei o telefone, e-mail, SMS, Facebook e chat para a interação com parentes e clientes. Trinta minutos; cinco canais diferentes! A n

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Workforce management in omnichannel service centers with