How can WFM increase productivity in my contact center?
Productivity requires an optimization of resources – at the contact center, that means having the right number of agents with the right skills, working at the right time. This is achieved through accurate forecasting and scheduling, both of which are made easier and more efficient with a workforce management solution.
With WFM managers can run simulations to calculate a precise forecast, and generate staffing schedules based on a wide range of factors, from service levels and skills to agent availability. And with real-time updates tracking exceptions and adherence throughout the day, any potential lapses in productivity can be addressed before they become a problem.
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is