Most workforce optimization programs focus on forecasting, scheduling, quality management, coaching, and performance management. Those capabilities remain essential. But they’re no longer enough. Increasingly, the customer conversations that shape customer loyalty, brand reputation, and future demand never reach your contact center. Instead, they’re happening on Reddit, Facebook groups, review sites, online communities, and other digital channels.

In this video, Brad Cleveland explains why this is one of workforce optimization’s biggest blind spots—and how leading organizations are expanding their view of customer service work to identify issues earlier, improve customer experience, and make better decisions.

In this video you’ll learn:

• Why traditional workforce optimization misses important customer interactions
• Where today’s customers are really seeking help
• How online communities influence customer experience
• Practical first steps to broaden your workforce optimization strategy

If you’re responsible for customer experience, customer service, workforce optimization, workforce management, contact centers, or AI strategy, this video is for you.