October 10, 2013

Workforce Management Analytics Demystified - Employee Focus (Session 1 of 2)

If you have been approaching Workforce Management (WFM) the same way for the last few years, you may be missing important advances.  WFM is no longer just about the labor force (agents) and putting butts in seats; its evolution is now about changing floor leadership (managers and supervisors) from ‘baby sitters’ into business people involved in the larger process of guiding the growth of the center in its role in fulfilling corporate goals. This is accomplished through the following practices:

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