What’s next for contact centers in a hybrid workplace?

Workforce engagement is one of the keys to success.

See how contact centers are innovating in “The State of Workforce Management.”

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The Future of Workforce Management in Contact Centers


In this brief interview, Josh Streets (CEO, The Scoreboard Group) and Jim Roth (EVP, Customer Support, Salesforce) discuss the future of workforce management (WFM) in contact centers.

View this video to learn:

  • How WFM has changed over the past year.
  • How WFM will evolve to address this shift.
  • The ways contact center leaders can optimize agent engagement, whether they're at home or in the office.
  • Why agent engagement matters more today than ever before.
  • What's on the horizon for contact centers.

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