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OpenText™ "WFO Video Series: What’s the Best way to Coordinate Contact Center Goals With Other Business Units?"
Hopefully you’ve already taken a moment to check out the OpenText™ WFO 2017 Video Commentary Series and read our previous blog posts which highlight some of the valuable insights shared by our panel of expert analysts and practitioners.
In this series of blog posts, we’re up to number 5, and I’d like to take this opportunity to introduce you to my colleague, Roger Lee, who is also well known in the contact center community as Dr. WFO – although I would guess that many of you already know Roger pretty well given the extensive evangelism he puts out there in customer meetings, industry events and online. Roger is our host for the 2017 Video Series, and that’s his smiling face welcoming you to enjoy and learn from the commentary when you visit our website.
In addition to hosting the series, Roger also contributes to the wealth of information shared by offering his own take on each of the series questions. In the case of question 5, when it comes down to figuring out the best way to coordinate contact center goals with other business units, Roger makes it clear that proactive communication from the contact center out to other departments is the most important thing to do. This is what breaks down the usual silos found within too many businesses.
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