In today’s advanced contact center environment, Workforce Management
(WFM) should not be thought of as only a process, but a culture that
uses data to drive systems and practices toward optimum results. Centers
that continue to maintain their WFM practices on spreadsheets often
miss out on the big picture in terms of planning and adjusting the needs
of staffing. Conversely, centers that use WFM software can more readily
and easily focus on the changing business needs of the center on a
minute-by-minute basis. These changes include agent skill/split needs
for product lines, inbound vs. outbound, voice channel vs. email or
text, supervisor distribution, call monitoring, coaching, mentoring and
training needs, and more.
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BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, consulting, training & industry reports. BenchmarkPortal’s mission is to help contact centers reach peak performance in operational effectiveness and efficiency so that the centers will realize increased levels of agent and customer loyalty while containing costs and building enterprise value.
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