Workforce Management

Workforce Management

Workforce Management Processes Creates Logic Out of Chaos

This Workforce Management article was originally posted on March 5th, 2009.  It has been updated to provide more detail and value for the Call Center Professional.

Workforce Management (WFM) is a process that encompasses several processes that helps your call center identify and plan for workload demand. 

Successful call centers all utilize this to varying degrees to provide an overall better experience for their customers and their employees.

Workforce Management and efficiency gains are achieved by WFM software for the larger centers but many of the smaller call centers still utilize spreadsheets.

No matter which method you employ, Workforce Management is vital for Inbound Call Centers.

Discover the effective first steps of solid Workforce Management

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About the Author: Greg Meares

As a Sr. Consultant for Performance Connections, Inc., Greg's primary objective is to provide value to organizations that are focused on raising brand awareness. Additionally Greg works on improving the customer experience, through business process re-engineering, and call center best practices. Greg is an industry expert and is often called upon to provide his analysis and solution oriented approach to improving performance in the BPO and Call Center industry.

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