FIRESIDE CHAT: Optimizing Workforce Management for the Modern Contact Center
Optimizing Workforce Management for the Modern Contact Center
05/12/2025
In today’s fast-paced contact center environment, scaling effectively is about more than just hiring more agents—it’s about investing in the right strategies, metrics, and technologies to drive efficiency and customer satisfaction. This fireside chat brings together industry experts to discuss how to:
- How top-performing contact centers ensure agents spend more time selling, not just handling calls.
- Beyond traditional KPIs, what data truly drives performance and customer experience?
- Leverage omni-channel solutions & tech integration – Seamlessly connecting voice, chat, email, and AI-driven interactions for a unified customer journey.
- Balance human and ai – Finding the right mix of automation and human interaction to enhance efficiency without losing the personal touch.
