Bill Durr Talks about Workforce Optimization for the Enterprise
Workforce optimization, traditionally used in the contact center, belongs as part of a larger unified communications initiative in the enterprise, according to Bill Durr, Principal Global Solutions Consultant for Verint Systems. In this UCStrategies Executive Insights podcast, Bill joins Jim Burton to describe how Verint’s analytics-driven workforce optimization solution enables organizations to extend the capture, measurement, and analysis of rich individual performance information from the contact center to the broader enterprise - from the back office to branch/remote operations.
Long thought of as the integration of quality monitoring and workforce management, Bill contends that the same WFO principles powering process optimization in the contact center, especially given the emergence of advanced speech, data, and desktop analytics, can be adapted to and leveraged by other operational areas “so that everyone in the enterprise is doing the best possible job.” For more information, visit http://verint.com/corporate/home.cfm.