The Impact of Workforce Transformation in the Contact Centre and Beyond
With the changing behaviour of workers––from remote working to flexible hours––how should enterprises reevaluate productivity in the contact centre and across the organisation? Today’s multi-generational workforce consists of employees that define productivity differently, the digital workplace must continue to move from being an idea to becoming a reality. Our global research has indicated that 83% of workers desire a more flexible work scenario where remote work is embraced. Digital workplace transformation has evolved enterprise contact centre needs from support for standard voice routing, call queues, and IVR, to more advanced omnichannel, outbound, and workforce optimisation features. In this session, Fuze can speak to how it has helped its enterprise customers complete the digital workplace transformation journey by addressing their varying contact centre needs to provide workers with the best experience. With communications and collaboration at the core, Fuze will highlight how to enable remote workforces, control application sprawl, and empower employees with effective tools that enable productivity, no matter their location.