Workforce Management Applications: FAQ and Best Practices
Workforce management (WFM) applications are among the most important productivity tools in contact centers. They forecast the volume of inbound, outbound and blended interactions, and ensure the contact center has the right number of resources with the right skills to handle the expected volume.
In this e-guide, learn how to incorporate WFM software into your broader HR landscape, and how to achieve maximum productivity with WFM. Also, discover what Donna Fluss, President of DMG Consulting LLC, has to say about the direct benefits for contact centers of deploying WFM, including:
- Reduced agent waste and inefficiency
- Improved customer satisfaction
- Elimination of unfair handling and favoritism in scheduling
- And more