Leading industry analyst firm, Gartner, Inc. has released its latest Magic Quadrant for contact center workforce optimization (WFO) technologies and, for the first time, acknowledges agent recruitment as a key component to a robust WFO strategy. The synergies between exceptional agent recruitment and WFO are obvious. Workforce optimization is largely about making sure that the best, properly-skilled agents are available to deliver an excellent customer experience. Agent recruitment technologies enable companies to quickly assess and hire agents who possess the right combination of communication and technical skills coupled with appropriate customer service orientation.
While recruitment technologies have often been the... Read more »