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Workforce Management in a contact centre
In today’s “always-on” business world, savvy organizations are optimizing their customer service strategies in order to meet customer’s demand for exceptional, 24x7 service and support.
For most companies, this means improving the contact center, but tight budgets and inaccurate forecasting of demand is making these enhancements a challenge. In order to mitigate this potential pitfall, forward-thinking businesses are integrating workforce management (WFM) into the contact center processes.
This Aberdeen Report reviews a spring 2012 survey of 166 companies on their contact center WFM initiatives. Read on to learn nine key business processes and six technologies required for an effective contact center WFM program.