Industry research in emerging communications markets


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WFO in Banking 08 Executive Summary

Contact center workforce optimization is one of the most exciting and promising contact center solution developments of the current decade. While some components of a workforce optimization solution have been existence for more than 20 years, it is only recently that the existing solutions have come together with more recently developed components to merge into a solutions suite that has captured the imagination of the contact center industry.

WFO in Banking 08 Exec Summary