“The Inner Circle Guide to Omnichannel Workforce Optimisation” is based on surveys with over 400 UK & US organisations and 1,000 customers from each country. 


Each Inner Circle Guide is available for the US and UK. Updated November 2023.



With 75% of a contact centre’s costs coming from agents, it’s vital to keep a close eye on efficiency and effectiveness while empowering your staff to serve the customer as they demand.    


The majority of UK contact centres expect to have a hybrid remote working model for the foreseeable future, which means that the days of supervisors walking the floor are over. Yet agents need to be managed closely without feeling like ‘Big Brother’ is watching them. What can a modern contact centre do?


“The Inner Circle Guide to Omnichannel Workforce Optimisation” investigates the use and effectiveness of: 

  • Workforce management
  • Interaction analytics
  • Call recording / QA
  • Gamification
  • Performance management
  • Voice of the Customer
  • Workforce Engagement Management 
  • Recruitment, onboarding, coaching and eLearning
  • Voice of the Employee and agent engagement
  • The effect on WFO of AI, remote working, omnichannel and other disruptors.


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