Tag: Workforce Management
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7 Steps to Smarter Contact Center Coverage Scheduling
Contact center managers are under a lot of pressure to deliver better results with fewer resources. Meanwhile, diminishing corporate budgets are forcing organizations to think of creative ways to compensate staff. These include pay-as-you-go arrangements in the form of zero-hour contracts, reduced and annualized working hours, and time off without pay. How then can organizations…
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Why Workforce Management Solutions are Essential for Contact Centers and Your Business Profitability
With growing demand for a consistent contact center experience regardless of channel – in combination with more complex customer requests – implementing and using a sophisticated Workforce Management (WFM) solution is essential for business profitability. Whitepaper: What is Workforce Management – Download PDF Improved Forecasting Cutting-edge WFM solutions allow for tweaking and fine-tuning your forecasting…