High Performance

Korzeniowski, Paul
September 2006
CRM Magazine;Sep2006, Vol. 10 Issue 9, p34
Trade Publication
The article focuses on workforce optimization (WFO) systems which offer potential benefits such as improved staffing, better quality assurance, enhanced agent performance and lower information technology costs for business enterprises in the U.S. Industry analyst Seema Lall of Frost & Sullivan cites that workforce management technology is available in many call centers. American Electric Power has been using the workforce management product of IEX to improve its call center. WFOs have been accepted only by small and midsized businesses because of various issues.


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