Tag: WFM Systems
What is Workforce Optimization (WFO)?
Workforce Optimization is a business strategy supported by shared objectives, cross-functional processes and integrated technologies, aimed at maximizing customer satisfaction and value while minimizing operational costs. If you look to contact center industry analysts for a definition of Workforce Optimization, you may conclude that WFO is simply a suite of integrated technology used to address [...]
WFM Software- Not an Option
October 29, 2012 Workforce Management: Why Software is Vital for Contact Centers By Michelle Amodio , TMCnet Contributor Contact centers are rather busy places. These facilities are the hub of client and customer contact, and rely on various mediums to reach out to said customers, from voice to e-mail, [...]
7 Best Practice Tips for Contact Center Vacation Planning
‘Tis the season to start thinking about next year’s vacation plan. No, I’m not talking about YOUR vacation plan (although you need to start thinking about that, too). I’m talking about the vacation plan for your contact center agents. What!?! You don’t do vacation planning at your contact center? Whoa! Then this article is coming [...]
5 Resources to Help You Build the Business Case for Workforce Management
Have you decided that next year is the year you will purchase a Workforce Management system? If so, budgeting season is upon us, so it’s time to build your business case now. A Workforce Management system is no longer a “nice-to-have” contact center investment. Actually, it hasn’t been for quite some time, but some centers [...]
The REAL ROI of a Workforce Management Investment
The REAL ROI of a Workforce Management system investment is not within the software. It’s what the software enables you to DO with it that counts. Despite the obvious economic challenges of our time, contact centers continue to invest in Workforce Management technology. Why? Because any technology that directly impacts your business’s most costly resource [...]
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