The number one failing when implementing WFM into the back office is workload forecasting.
#1: Back-Office WFO Series: Three Tips to Designing a Forecast Task List
The Impact of the Wrong Software on Employee Experience
As the integration between human and technology becomes increasingly more unified and the bottom-line efficiency evolves by the day.
8 Steps to Onboarding a Contact Centre Agent
Many contact centres underestimate the importance of onboarding agents well and the challenges they encounter.
