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.