Workforce optimisation product and market report

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Public and private organisations turn to WFO vendors when they need assistance in managing, optimising and engaging employees while enhancing the customer experience. Over the past year, customer satisfaction trends have evolved dramatically—and Calabrio has positioned itself better than any WFO solution to meet these new challenges.

Commissioned by industry analyst firm DMG, the 2020-2021 Workforce Optimisation and Market Report focused on customer satisfaction in four different areas: overall vendor satisfaction, WFO suite module satisfaction, WFO suite feature satisfaction and WFO suite effectiveness.

Download this report to review the latest updates for WFO organisations, including:

  • Market trends and challenges leading out of the pandemic
  • Customer satisfaction survey results
  • Full-mark verdicts on Calabrio’s WFO solutions, ranging from training and ongoing service and support, to product effectiveness, such as the ability to support at-home agents and remote supervisors, to product satisfaction, including user experience
     
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