Workforce Optimization: Analytics Demystified – Customer Focus (Session 2 of 2)

Bill Durr, an industry veteran of 25 years, joins us again for session two on our focused look into Analytical WFO. We will talk about the exciting new analytical applications being employed by enterprises and contact centers today. We will address how the changing customer demographics are forcing companies to focus on speech and text analytics, and why Customer Feedback management is equally crucial to surviving these hyper-competitive times. The episode will include interesting results from BenchmarkPortal's new Workforce Optimization study. We will be giving away 5 of Bill Durrs new book “Analytical Workforce Optimization Demystified” to 5 lucky listeners. Listen Live and be ready to email, for your chance to win!