Many contact center managers are looking to set and achieve goals for 2016. What new initiatives will you be setting in place to do just that? We’ve assembled 11 features you can use in your Workforce Optimization process to help reach your objectives. Most of these methods involve empowering your agents to take part in the workforce optimization process itself. There are revolutionary methods of using webcam recording to help prevent smartphone abuse and improve agent behavior. Welcome to the year of the agent.