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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