ALSO CALLED: WFM and Job Scheduling DEFINITION: The balancing of 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: Posted: 05 May 2008 | Premiered: 05 May 2008, 09:00 EDT (13:00 GMT)
SUMMARY:
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.
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