August 26, 2013

How To Understand & Embrace Advanced Workforce Management

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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