Contact centers: How to apply workforce management best practices

The State of Contact Center Workforce Management

Cover

In the contact center world, if it’s not right the first time, there isn’t a chance to go back and do it all over again.

This ICMI research report examines the important role played by workforce management (WFM) in making sure contact centers have the right people with the right skills and resources in place to deliver quality customer service.

Learn how to apply WFM best practices to contact centers, and uncover the report’s key findings about:

  • The benefits of moving WFM to the cloud
  • The forgotten factors of an accurate forecast
  • The move from manual to automated WFM processes
  • And more
Vendor:
NICE Systems, Inc
Posted:
17 Aug 2017
Published:
17 Aug 2017
Format:
PDF
Length:
19 Page(s)
Type:
Research Content
Language:
English
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