workforce optimisation

Although workforce management is frequently overlooked in strategic planning, it is crucial to recognize the significant contributions that WFM professional can make to the strategic planning process.  The undervaluation often stems from a lack of understanding by senior management above the WFM team and at times, even because of the leadership within the WFM team.

If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.”

The ability to evaluate the effectiveness of your workforce management solution can drastically improve the performance of your contact centre.

As many countries around the world have been in lockdown, businesses that were offshoring contact centres have had to adapt quickly and find other ways to manage customer enquiries.