ALSO CALLED: WFM Software and Workforce Scheduling Software DEFINITION: Software that allows contact center managers to effectively balance work factors, such as optimal staff levels, anticipated workloads, campaign timetables, resource availability and technological capability, all while considering elements such as agent preferences and unexpected absences.
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PODCAST:
In today's "do more with less" environment, it becomes increasingly important to focus on simplifying customer interaction without increasing cost. The podcast highlights 5 ways to improve the customer experience in a highly cost effective.
PODCAST:
From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.
Posted: 05 May 2008 | Premiered: 05 May 2008, 09:00 EDT (13:00 GMT)
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