Episode 8 - Workforce Management & Optimization

‍ In this episode of the ACP, we dive into the intricacies of workforce optimisation (WFO), workforce management (WFM), workforce engagement management (WEM) with Scott Budding and Rich Pennington from Calabrio. As experts in this area, they discuss the evolution of traditional workforce management practices towards a more agent-centric approach, emphasising the importance of engaging and empowering call centre agents for both efficiency and quality service. The episode also explores Calabrio's suite of solutions, their integration with Amazon Connect, and the impact of AI on enhancing WFO, WFM, and WEM. From predictive analytics to bot efficiency evaluation, this episode will give you insights into the future of workforce management and optimisation in the era of cloud-based contact centres. Join us as we unpack how Calabrio and Amazon Connect work together to help businesses optimise their contact centre operations while keeping agent well-being front and centre.