Tag: WFM tasks
Getting Our WFM Priorities in Order
Sometimes in our contact centers, we need to get our priorities straight. When it comes to workforce management, are you focusing on the right things? If not, it’s time to put first things first. If you are familiar with the financial guru Suze Orman, you probably know her famous motto: PEOPLE first, then MONEY, then [...]
Size Matters (WFM Team Size, That Is)
A fellow consultant friend of mine has a client who is struggling with the structure of their workforce management department. When I asked him how many people were on the team, he told me 1 (one). One? Really? Although I strongly believe in the concept of us all technically being our own workforce, one person does [...]
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