{"id":50107,"date":"2021-11-19T12:01:06","date_gmt":"2021-11-19T20:01:06","guid":{"rendered":"\/us\/en\/blog\/?p=50107"},"modified":"2025-03-13T06:08:28","modified_gmt":"2025-03-13T13:08:28","slug":"workforce-optimization-in-a-newly-hybrid-contact-center","status":"publish","type":"post","link":"\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/","title":{"rendered":"Workforce optimization in a newly hybrid contact center"},"content":{"rendered":"<p><strong>Highlights<\/strong>:<\/p>\n<ul>\n<li aria-level=\"1\">A hybrid contact center creates management challenges such as reduced visibility for remote employees<\/li>\n<li aria-level=\"1\">Workforce optimization solutions increase visibility, ensure adequate staffing, and resolve performance issues<\/li>\n<li aria-level=\"1\">Combined with a cloud communications platform, workforce optimization solutions enable a more productive <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a><\/li>\n<\/ul>\n<p>As society begins to recover from the pandemic, it\u2019s now safer for employees to return to the office. Yet, not everyone wants to, and it also might not be the best fit for all employees. How can contact centers accommodate employees who want to be back in the office as well as those who prefer to work remotely?<\/p>\n<p>The hybrid contact center is the answer to this issue. This post explores how you can optimize your workforce under a hybrid arrangement.<\/p>\n<h2>What does \u201cworkforce optimization\u201d mean?<\/h2>\n<p>\u201c<a href=\"https:\/\/www.ringcentral.com\/contact-center\/products\/wfo.html\">Workforce optimization<\/a>\u201d refers to optimizing employee performance and engagement. There are two main components:<\/p>\n<ul>\n<li aria-level=\"1\">The day-to-day work of managing people<\/li>\n<li aria-level=\"1\">Technological solutions that help you implement management best practices<\/li>\n<\/ul>\n<h2>Why workforce optimization matters in a hybrid contact center<\/h2>\n<p>With some employees working on-site and others working from home, how can you ensure everyone is getting all of their tasks done? Moreover, how can you make certain that you\u2019re adequately staffed?<\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"rc-post-content-cta rc-post-content-cta_green\">\n<div class=\"rc-post-content-cta-columns\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t<img decoding=\"async\" width=\"930\" height=\"700\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/05\/payer-members.jpeg\" class=\"responsive-image\" alt=\"\" \/>\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"headline-copy\" style=\"text-align:left;\">Next-Gen Cloud Contact Center for dummies<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"rc-post-content-cta-footer\">\n<div class=\"bottom-cta-logo-container\">\n<div class=\"bottom-cta-logo\"><span aria-hidden=\"true\"><svg width=\"154\" height=\"34\" viewBox=\"0 0 154 34\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-logo-337441435\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t\t\t<title id=\"cta-ring-logo-337441435\">Ring Central Logo<\/title>\t\n\t\t\t\t\t\t\t<path d=\"M154 3.89618H150.386V26.9657H154V3.89618Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M141.313 11.6299C137.976 11.6299 135.388 13.2501 134.95 16.5546H138.504C138.754 15.3082 139.675 14.5591 141.313 14.5591C143.214 14.5591 144.086 15.6499 144.086 17.3647V18.1444H140.438C137.078 18.1444 134.593 19.6411 134.593 22.697C134.593 25.7529 136.619 27.3411 139.55 27.3411C141.826 27.3411 143.323 26.3721 144.133 24.8145H144.288V26.9529H147.716V17.4802C147.702 13.8276 145.833 11.6299 141.313 11.6299ZM140.58 24.5675C139.177 24.5675 138.303 23.8809 138.303 22.7339C138.303 21.4233 139.238 20.7383 140.921 20.7383H144.069L144.086 20.9549C144.088 23.2232 142.777 24.5675 140.58 24.5675Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M128.187 26.9657V19.2047C128.187 16.8979 129.623 15.4317 131.896 15.4317H133.321V12.0036H131.854C130.14 12.0036 128.893 12.6581 128.114 14.1243H127.988V12.0036H124.591V26.9753L128.187 26.9657Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M122.295 23.6627V26.9657H119.833C116.371 26.9657 114.47 25.3615 114.47 21.8997V14.9729H112.008V12.0036H114.47V8.03009H118.088V12.002H122.295V14.9713H118.088V21.4794C118.088 22.851 118.898 23.6611 120.269 23.6611H122.295V23.6627Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M100.161 26.9657V18.3C100.161 16.1793 101.472 14.7917 103.589 14.7917C105.615 14.7917 106.831 15.9627 106.831 18.2535V26.9657H110.452V17.6776C110.452 13.9046 108.618 11.6299 104.872 11.6299C102.593 11.6299 100.851 12.6565 100.073 14.0586H99.9444V12.0036H96.5548V26.9753L100.161 26.9657Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M86.8688 24.3814C84.5925 24.3814 83.0638 22.8542 83.0028 20.4528H94.0699L94.0539 19.2833C94.0539 14.2655 90.8119 11.6443 86.8512 11.6443C82.5729 11.6443 79.448 14.7002 79.448 19.4999C79.448 24.2996 82.3483 27.3555 86.8512 27.3555C90.6226 27.3555 93.085 25.3599 93.802 22.4291H90.2986C89.9103 23.5536 88.9559 24.3814 86.8688 24.3814ZM86.8544 14.6377C89.2222 14.6377 90.6258 15.9787 90.7204 17.8492H82.99C83.3317 15.9483 84.4834 14.6377 86.8544 14.6377Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M68.631 27.3732C74.0243 27.3732 77.0802 24.3814 77.7973 19.9395H74.1301C73.5863 21.9655 72.1105 23.836 68.6294 23.836C65.0457 23.836 62.1759 21.3912 62.1759 16.0413C62.1759 10.6914 65.0457 8.2531 68.6294 8.2531C72.2132 8.2531 73.6505 10.1236 74.1301 12.1191H77.7973C77.2037 7.6756 74.1943 4.7865 68.631 4.7865C62.6459 4.7865 58.313 8.96375 58.313 16.0927C58.313 23.2216 62.6459 27.3988 68.631 27.3988V27.3732Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M52.437 12.0036V14.0569H52.2654C51.4553 12.6244 49.7725 11.6282 47.3759 11.6282C43.8676 11.6282 40.7057 14.4034 40.7057 19.2978C40.7057 24.1921 43.8226 26.9978 47.3759 26.9978C49.6827 26.9978 51.043 26.0593 52.0841 24.4712H52.2493V27.625C52.2493 29.3078 51.3141 30.0874 49.7869 30.0874H42.4543V33.3085H49.718C53.7396 33.3085 55.8908 31.0627 55.8908 27.3844V12.0036H52.437ZM48.3689 23.7237C45.9674 23.7237 44.4402 22.2302 44.4402 19.2994C44.4402 16.3685 45.953 14.8719 48.3689 14.8719C50.7061 14.8719 52.2654 16.3653 52.2654 19.2994C52.2654 22.2334 50.7222 23.7237 48.3689 23.7237Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M28.2125 26.9657V18.3C28.2125 16.1793 29.5231 14.7917 31.6438 14.7917C33.6698 14.7917 34.8858 15.9627 34.8858 18.2535V26.9657H38.5V17.6776C38.5 13.9046 36.6664 11.6299 32.9207 11.6299C30.6444 11.6299 28.8846 12.6565 28.105 14.0586H27.9799V12.0036H24.5967V26.9753L28.2125 26.9657Z\" \/>\n\t\t\t\t\t\t\t<path d=\"M21.5423 12.0036H17.9282V26.9673H21.5423V12.0036Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11.6302 16.6477V16.5017C13.8424 15.8905 15.339 14.4051 15.339 11.0684C15.339 7.64031 12.782 5.14423 8.04169 5.14423H0V26.9657H3.73931V18.3H8.29354C10.4143 18.3 11.4746 19.3604 11.4746 21.4811V26.9817H15.2139V21.4811C15.2139 18.3946 13.9033 17.1482 11.6302 16.6477ZM7.84117 14.9329H3.73931V8.51618H7.83956C9.86562 8.51618 11.4233 9.35998 11.4233 11.7277C11.4233 14.0955 9.85119 14.9329 7.84117 14.9329Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M19.7329 9.60219C20.2077 9.60219 20.6729 9.46262 21.0676 9.19794C21.4638 8.93485 21.7718 8.55948 21.9531 8.11994C22.1359 7.68039 22.1824 7.19754 22.091 6.73233C21.998 6.26552 21.7702 5.83721 21.4333 5.50194C21.0964 5.16506 20.6697 4.93727 20.2029 4.84423C19.7361 4.75119 19.2532 4.79931 18.8153 4.98219C18.3758 5.16506 18.002 5.47306 17.7373 5.86769C17.4742 6.26231 17.333 6.72752 17.3347 7.20235C17.3298 7.67879 17.4694 8.144 17.7325 8.54023C17.9956 8.93646 18.3726 9.24446 18.8137 9.42412C19.1041 9.54604 19.4169 9.6054 19.7329 9.60219Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M16.9769 0.548269C16.101 0.914019 15.307 1.44981 14.6364 2.12196L16.332 3.81756C16.7764 3.37 17.3041 3.01548 17.8865 2.77325C18.4688 2.53102 19.0928 2.40429 19.7232 2.40269C20.3537 2.40108 20.9777 2.523 21.5616 2.76362C22.1439 3.00264 22.6749 3.35556 23.1225 3.79991L24.8181 2.10431C23.8106 1.1001 22.5289 0.415123 21.1333 0.139206C19.7377 -0.139919 18.2907 0.00285184 16.9769 0.548269Z\" \/>\n\t\t\t\t\t\t<\/svg><\/span><\/div>\n<\/p><\/div>\n<div class=\"bottom-cta-link\">\n\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/next-gen-cloud-contact-centers.html#ring-1\" class=\"view-all view-all-white \" data-dl-name=\"Get the eBook now\" data-dl-element=\"button\" data-dl-additional-info=\"bottom cta banner\" data-no-auto-dl=\"true\">Get the eBook now<span class=\"svg-icon\" aria-hidden=\"true\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-arrow-337441435\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t<title id=\"cta-ring-arrow-337441435\">Ring Central Logo<\/title>\t\n\t\t\t\t\t<path d=\"M0 11.5C0 11.2239 0.223858 11 0.5 11H21.6797C21.9559 11 22.1797 11.2239 22.1797 11.5V12.5C22.1797 12.7761 21.9559 13 21.6797 13H0.5C0.223858 13 0 12.7761 0 12.5V11.5Z\" ><\/path>\n\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M21.1718 12.0001L15.8086 6.63691C15.6134 6.44165 15.6134 6.12506 15.8086 5.9298L16.5157 5.22269C16.711 5.02743 17.0276 5.02743 17.2228 5.22269L23.6467 11.6465C23.8419 11.8418 23.8419 12.1584 23.6467 12.3536L17.2228 18.7775C17.0276 18.9727 16.711 18.9727 16.5157 18.7775L15.8086 18.0704C15.6134 17.8751 15.6134 17.5585 15.8086 17.3633L21.1718 12.0001Z\" ><\/path>\n\t\t\t\t<\/svg><\/span><\/a>\n\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<p>A hybrid work environment might offer employees the flexibility they need, but it creates a situation in which managers lack visibility.<\/p>\n<p>Moreover, hybrid work environments create two classes of employees: those who are on-site and connected to their on-site colleagues and supervisors, and those who work remotely, who are isolated from their on-site peers and managers. The remote employees may not feel that they receive the same coaching, guidance, and encouragement because their managers aren\u2019t literally looking over their shoulders.<\/p>\n<p>That\u2019s where workforce optimization comes into play. It gives managers visibility into what remote employees are doing and helps them connect to their managers.<\/p>\n<h2>How do workforce optimization solutions work?<\/h2>\n<p>Workforce optimization solutions have a number of functions that help a contact center run smoothly. These functions include:<\/p>\n<ul>\n<li aria-level=\"1\">Building a schedule that ensures adequate coverage<\/li>\n<li aria-level=\"1\">Assessing omnichannel analytics<\/li>\n<li aria-level=\"1\">Identifying performance issues<\/li>\n<li aria-level=\"1\">Making it easy for coaches to provide feedback<\/li>\n<li aria-level=\"1\">Centralizing performance information to save managers time and effort<\/li>\n<li aria-level=\"1\">Motivating agents with reward through gamification features<\/li>\n<\/ul>\n<h3>Build schedules that ensure adequate coverage with WFO software<\/h3>\n<p>Before agents had the ability to work remotely (or before COVID-19 forced agents to work from home), managers only had to worry about ensuring <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/contact-center-scheduling-challenges\/\">the contact center was staffed properly<\/a>. A hybrid work environment means you have to make sure on-site employees come into work as well as the set of agents who work remotely.<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/contact-center\/products\/wfo.html\">WFO software<\/a> includes a workforce management component, so you can plan shifts for optimal coverage (both for availability as well as for skill sets). With <a href=\"https:\/\/www.ringcentral.com\/contact-center\/workforce-management.html\">workforce management tools<\/a>, you don\u2019t have to worry that you don\u2019t have enough people on-site and working remotely.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-50108\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/11\/representatives-at-their-work-stations.jpeg\" alt=\"Happy young male customer support executive working in office\" width=\"512\" height=\"341\" \/><\/p>\n<h3>Assessing omnichannel analytics with WFO software<\/h3>\n<p>Omnichannel analytics might sound as though it\u2019s a function of marketing, but it\u2019s actually closely tied to contact center performance.<\/p>\n<p>Today\u2019s contact centers offer more than one channel for customers to connect to agents. By analyzing interactions, managers can understand what kind of customer service agents provide through chat, telephony, and video. WFO software utilizes keyword and sentiment analysis, so managers understand whether the contact center is garnering compliments or complaints and why.<\/p>\n<h3>Identify performance issues with WFO software<\/h3>\n<p>It\u2019s easy to identify when an on-site employee has performance issues; all managers need to do is walk around the contact center floor to overhear conversations or look over someone\u2019s shoulder at a live chat. That\u2019s not an option with remote employees; managers don\u2019t have visibility into what they\u2019re doing. You might not find out there\u2019s a performance issue until you start seeing customer retention levels drop.<\/p>\n<p>Market-leading WFO software allows managers to <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/agent-monitoring\/\">monitor agent performance<\/a> for agents working on-site and remotely. Additionally, managers will have insight into telephone and on-screen interactions, be they video or text.<\/p>\n<p>Agent monitoring helps managers detect performance issues before they spiral out of control. This feature also allows managers to recognize employees who are doing exemplary work and reward them for it.<\/p>\n<h3>Make it easy to provide feedback with WFO software<\/h3>\n<p>Identifying a performance issue is the first step to fixing a problem (or recognizing good work). Providing feedback is the second step. Remote agents can feel adrift if they don\u2019t receive clear, actionable advice.<\/p>\n<p>The right WFO software features scoresheets so managers can accurately assess performance and break down areas for improvement if necessary. When WFO software integrates with contact center solutions, managers can connect with remote agents through video, phone, or chat for one-on-one interactions.<\/p>\n<h3>Centralize performance information to save managers time and effort with WFO software<\/h3>\n<p>When managing a hybrid contact center, you\u2019re responsible for tracking the performance information for on-site and remote agents. It can quickly become complex and error-ridden if you\u2019re not doing it properly. You need to keep performance information for all of your agents in a central location so it\u2019s easy to reference and analyze.<\/p>\n<p>WFO software provides the performance information you need at a glance. It centralizes performance information in one place so it\u2019s easy to see overall contact center performance as well as how individual agents are doing.<\/p>\n<h3>Motivate agents with rewards through WFO software gamification features<\/h3>\n<p>Who said that work can\u2019t be fun? Agents need the motivation to stay engaged and deliver an excellent customer experience.<\/p>\n<p>That\u2019s where gamification comes into the picture. <a href=\"https:\/\/www.interaction-design.org\/literature\/topics\/gamification\">Gamification<\/a> uses game techniques (such as competition, teamwork, and rewards) in non-game settings so those settings become more engaging. In a contact center, agents can earn badges and rewards for meeting goals. Managers can set those goals (for example, employees who raise first contact resolution rates will receive a prize).<\/p>\n<h2>Optimize your hybrid contact center with RingCentral<\/h2>\n<p><a href=\"https:\/\/www.ringcentral.com\/contact-center\/products\/wfo.html\">RingCentral\u2019s WFO software<\/a> helps supervisors effectively manage on-site and remote employees through agent monitoring, omnichannel analytics, coaching, centralized performance information, and gamification. To learn more, <a href=\"https:\/\/www.ringcentral.com\/view_demo_cx.html\">get a demo<\/a>.<\/p>\n<section class=\"show-demo\">\n<div class=\"title\">\n\t\t\tOptimize your hybrid contact center with RingCentral\t\t<\/div>\n<div class=\"flex-container button-container {{ $description ?: 'spacing' }}\">\n<div class=\"flex-container description\">\n<div>\n\t\t\t\t\tRingCentral\u2019s WFO software helps supervisors effectively manage on-site and remote employees through agent monitoring, omnichannel analytics, coaching, centralized performance information, and gamification.\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"button-wrapper\">\n                                            <button onclick=\"window.open('https:\/\/www.ringcentral.com\/view_demo_cx.html', '_blank'); return false;\" class=\"show-demo-button\" data-dl-name=\"show-demo\" data-dl-element=\"button\" data-dl-additional-info=\"show demo button\" data-no-auto-dl=\"true\">Get a Demo<\/button>\n                                    <\/div>\n<\/p><\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: A hybrid contact center creates management challenges such as reduced visibility for remote employees Workforce optimization solutions increase visibility, ensure adequate staffing, and resolve performance issues Combined with a cloud communications platform, workforce optimization solutions enable a more productive contact center As society begins to recover from the pandemic, it\u2019s now safer for employees &#8230;<\/p>\n","protected":false},"author":1103,"featured_media":50109,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18390,4],"tags":[],"class_list":["post-50107","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communication-and-collaboration","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Workforce optimization in a newly hybrid contact center | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Workforce optimization solutions help contact center supervisors effectively manage on-site and remote agents.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Workforce optimization in a newly hybrid contact center\" \/>\n<meta property=\"og:description\" content=\"Workforce optimization solutions help contact center supervisors effectively manage on-site and remote agents.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2021-11-19T20:01:06+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-13T13:08:28+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2021\/11\/AdobeStock_337639508.jpeg\" \/>\n\t<meta property=\"og:image:width\" content=\"930\" \/>\n\t<meta property=\"og:image:height\" content=\"700\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Gayathri Krishnamurthy\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Gayathri Krishnamurthy\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/\"},\"author\":{\"name\":\"Gayathri Krishnamurthy\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/6cec7b6d629b31f107f7f52c7350afd2\"},\"headline\":\"Workforce optimization in a newly hybrid contact center\",\"datePublished\":\"2021-11-19T20:01:06+00:00\",\"dateModified\":\"2025-03-13T13:08:28+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/\"},\"wordCount\":1100,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/11\/AdobeStock_337639508.jpeg\",\"articleSection\":[\"Communication &amp; collaboration\",\"Customer &amp; employee experience\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/\",\"name\":\"Workforce optimization in a newly hybrid contact center | RingCentral Blog\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/11\/AdobeStock_337639508.jpeg\",\"datePublished\":\"2021-11-19T20:01:06+00:00\",\"dateModified\":\"2025-03-13T13:08:28+00:00\",\"description\":\"Workforce optimization solutions help contact center supervisors effectively manage on-site and remote agents.\",\"breadcrumb\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/#primaryimage\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/11\/AdobeStock_337639508.jpeg\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/11\/AdobeStock_337639508.jpeg\",\"width\":930,\"height\":700,\"caption\":\"Happy Caucasian business woman using computer and headphone for\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"\/us\/en\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Workforce optimization in a newly hybrid contact center\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"name\":\"RingCentral Blog\",\"description\":\"Intelligent Communications\",\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\",\"name\":\"RingCentral\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"width\":2048,\"height\":309,\"caption\":\"RingCentral\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/ringcentral\",\"https:\/\/x.com\/ringcentral\",\"https:\/\/www.linkedin.com\/company\/ringcentral\/\",\"https:\/\/www.instagram.com\/ringcentral\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/6cec7b6d629b31f107f7f52c7350afd2\",\"name\":\"Gayathri Krishnamurthy\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/6fe0b9b57c23b7bde2d68fb8e0ea21bd1ef635aa86387e22ce22089dc3418b4e?s=96&d=mm&r=g\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/6fe0b9b57c23b7bde2d68fb8e0ea21bd1ef635aa86387e22ce22089dc3418b4e?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/6fe0b9b57c23b7bde2d68fb8e0ea21bd1ef635aa86387e22ce22089dc3418b4e?s=96&d=mm&r=g\",\"caption\":\"Gayathri Krishnamurthy\"},\"description\":\"Gayathri (aka G3) Krishnamurthy has led Global Product Marketing and Product Management for several leading B2B SaaS companies all in customer experience (CX) space - RingCentral, NICE CXone, ServiceNow and SugarCRM to name a few. She has built and launched customer service products in multiple flavors \u2013 CRM, pure play customer service, contact center and integrated Unified Communication.\u00a0Through these experiences, she brings both deep and wide perspectives for delivering enhanced customer experience. Gayathri is currently an AVP of Product Marketing at RingCentral and drives GTM strategy for their CX portfolio.\",\"url\":\"\/us\/en\/blog\/author\/gayathri-krishnamurthy\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Workforce optimization in a newly hybrid contact center | RingCentral Blog","description":"Workforce optimization solutions help contact center supervisors effectively manage on-site and remote agents.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ringcentral.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/","og_locale":"en_US","og_type":"article","og_title":"Workforce optimization in a newly hybrid contact center","og_description":"Workforce optimization solutions help contact center supervisors effectively manage on-site and remote agents.","og_url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/","og_site_name":"RingCentral Blog","article_publisher":"https:\/\/www.facebook.com\/ringcentral","article_published_time":"2021-11-19T20:01:06+00:00","article_modified_time":"2025-03-13T13:08:28+00:00","og_image":[{"width":930,"height":700,"url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2021\/11\/AdobeStock_337639508.jpeg","type":"image\/jpeg"}],"author":"Gayathri Krishnamurthy","twitter_card":"summary_large_image","twitter_creator":"@ringcentral","twitter_site":"@ringcentral","twitter_misc":{"Written by":"Gayathri Krishnamurthy","Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/#article","isPartOf":{"@id":"\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/"},"author":{"name":"Gayathri Krishnamurthy","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/6cec7b6d629b31f107f7f52c7350afd2"},"headline":"Workforce optimization in a newly hybrid contact center","datePublished":"2021-11-19T20:01:06+00:00","dateModified":"2025-03-13T13:08:28+00:00","mainEntityOfPage":{"@id":"\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/"},"wordCount":1100,"publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2021\/11\/AdobeStock_337639508.jpeg","articleSection":["Communication &amp; collaboration","Customer &amp; employee experience"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/","name":"Workforce optimization in a newly hybrid contact center | RingCentral Blog","isPartOf":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/#primaryimage"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2021\/11\/AdobeStock_337639508.jpeg","datePublished":"2021-11-19T20:01:06+00:00","dateModified":"2025-03-13T13:08:28+00:00","description":"Workforce optimization solutions help contact center supervisors effectively manage on-site and remote agents.","breadcrumb":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/#primaryimage","url":"\/us\/en\/blog\/wp-content\/uploads\/2021\/11\/AdobeStock_337639508.jpeg","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2021\/11\/AdobeStock_337639508.jpeg","width":930,"height":700,"caption":"Happy Caucasian business woman using computer and headphone for"},{"@type":"BreadcrumbList","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"\/us\/en\/blog\/"},{"@type":"ListItem","position":2,"name":"Workforce optimization in a newly hybrid contact center"}]},{"@type":"WebSite","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","name":"RingCentral Blog","description":"Intelligent Communications","publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization","name":"RingCentral","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/","url":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","width":2048,"height":309,"caption":"RingCentral"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/ringcentral","https:\/\/x.com\/ringcentral","https:\/\/www.linkedin.com\/company\/ringcentral\/","https:\/\/www.instagram.com\/ringcentral"]},{"@type":"Person","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/6cec7b6d629b31f107f7f52c7350afd2","name":"Gayathri Krishnamurthy","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/6fe0b9b57c23b7bde2d68fb8e0ea21bd1ef635aa86387e22ce22089dc3418b4e?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/6fe0b9b57c23b7bde2d68fb8e0ea21bd1ef635aa86387e22ce22089dc3418b4e?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/6fe0b9b57c23b7bde2d68fb8e0ea21bd1ef635aa86387e22ce22089dc3418b4e?s=96&d=mm&r=g","caption":"Gayathri Krishnamurthy"},"description":"Gayathri (aka G3) Krishnamurthy has led Global Product Marketing and Product Management for several leading B2B SaaS companies all in customer experience (CX) space - RingCentral, NICE CXone, ServiceNow and SugarCRM to name a few. She has built and launched customer service products in multiple flavors \u2013 CRM, pure play customer service, contact center and integrated Unified Communication.\u00a0Through these experiences, she brings both deep and wide perspectives for delivering enhanced customer experience. Gayathri is currently an AVP of Product Marketing at RingCentral and drives GTM strategy for their CX portfolio.","url":"\/us\/en\/blog\/author\/gayathri-krishnamurthy\/"}]}},"rc_img_url":"\/us\/en\/blog\/wp-content\/uploads\/2021\/11\/AdobeStock_337639508.jpeg","rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/gayathri-krishnamurthy\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/6fe0b9b57c23b7bde2d68fb8e0ea21bd1ef635aa86387e22ce22089dc3418b4e?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">Gayathri Krishnamurthy<\/span><\/a>","rc_author_full_name":"Gayathri Krishnamurthy","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2021\/09\/Gayathri-Krishnamurthy-1.jpg","rc_author_link":"\/us\/en\/blog\/author\/gayathri-krishnamurthy\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/communication-and-collaboration\/amp\">Communication &amp; collaboration<\/a><a href=\"\/us\/en\/blog\/category\/trending\/customer-experience\/amp\">, Customer &amp; employee experience<\/a>","amp_link":"\/us\/en\/blog\/workforce-optimization-in-a-newly-hybrid-contact-center\/amp","excerpt_title":"Workforce optimization in a newly hybrid contact center","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/50107","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/1103"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=50107"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/50107\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/50109"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=50107"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=50107"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=50107"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}