Workforce Management Solutions are gradually becoming an integral part of contact centers everywhere. By accurately forecasting customer demand, scheduling and managing the workforce, and gaining real-time visibility into staffing and call volume metrics, WFM Solutions have gained high adoption rates.
“Essential Workforce Management Capabilities” accentuates the essential capabilities of a WFM solution that are required for both SMB and Large Contact Centers before the arrival of Omni-channel contact center. It also talks about some complexities introduced by the presence of multi-channel communication in the line of WFM capabilities that are needed to be addressed.
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