“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 February 2026.

 

 

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 contact centres expect to have a hybrid remote working model for the foreseeable future, yet agents need to be supported without feeling like ‘Big Brother’ is watching them. What can a modern contact centre do?

 

Most organisations report that they do not have the time nor resource to run their QA activities and analytics as well as they want: the answer in many cases is to implement AI. How are they doing this?

 

“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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