A customer’s first call should be the only call they need to make. Organizations need to have the resources in place to resolve any inquiry, over any channel – regardless of demand. Workforce Management (WFM) is therefore essential in order for organizations to thrive.
WFM is a set of processes designed to achieve and maintain operational efficiency. In its simplest form, WFM is about allocating the right people, with the right skills, to the right task, at the right time. This involves forecasting contact volumes, calculating the required number of agents to meet this demand, and assigning agents accordingly.
It is critical that contact centers are able to meet all their targets and SLAs, even in the face of seemingly unpredictable interaction volumes. At the same time, organizations must prioritize workforce engagement, in order to optimize productivity and reduce agent attrition rates. By focusing on effective WFM, organizations enable their workforce to deliver customer-centric experiences.
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