What is your definition of workforce management? It probably depends on the type of business you are in.
For help desks and service desks, that definition is a great place to start. If a help desk manager schedules the right agents with the appropriate case management skills on the shifts where those skills will be most needed, he or she is certainly on the best track to an efficient operation. However, knowing what to do and how to get there are two separate challenges. That’s where call center workforce management (WFM) software can play a critical role.
This whitepaper will guide and educate you about how workforce management (WFM) works its magic.