Workforce Management

Workforce Management

The modern Contact Center is a dynamic and integral part of customer service departments. Workforce Management (WFM) allows organizations to guarantee that they have the key components in an optimal configuration: the right person, with the right skills, in the right place, at the right time. WFM helps companies to better manage the various components of their Contact Center, including:

  • Forecasting
  • Scheduling
  • Preference and request handling
  • Communication
  • Intraday management
  • Reporting
  • Performance management

To stay competitive, organizations must aim to find the perfect balance between continuous improvement of their customer service, employee satisfaction, and operational excellence. WFM helps achieve this balance, resulting in unparalleled efficiency, productivity, and success.

Tags: Contact Center, Workforce Management, Workforce Optimization

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