Workforce Optimization Ushers in the Real-Time Contact Center
DMG Consulting
APRIL 16, 2019
million in 2003 to approximately $1.7 As the quality and effectiveness of self-service solutions improve, the number of contact center seats will decline. This will reduce dependence on outsourcers, particularly low-end offshore providers. Over the past 15 years, total WFO revenue has gone from $803.4
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