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IT Management >
Systems Operations >
Systems Management >
Contact Center Management >
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Contact Center Workforce Management
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ALSO CALLED:
WFM,
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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Contact Center Workforce Management Reports
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1 Match
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Customer Experience Exchange E-Zine: Issue 3
sponsored by SearchCRM
EZINE:
In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.
Posted: 20 Mar 2012 | Published: 20 Mar 2012
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