Difference between revisions of "Workforce Management"
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* [[ROC-introduction| An Introduction to the Resource Optimization Center, or "ROC"]] | * [[ROC-introduction| An Introduction to the Resource Optimization Center, or "ROC"]] | ||
* [[Call Routing| Call Routing and Importance in WFM]] | * [[Call Routing| Call Routing and Importance in WFM]] | ||
| + | * [[ROC and Scheduling Work Stream]] | ||
* [[Shift Definitions]] | * [[Shift Definitions]] | ||
Revision as of 06:54, 8 May 2014
Workforce Management (WFM)
Workforce Management (WFM) is a critically important function which touches many aspects of a business. In the call center environment, WFM encompasses four key processes:
- Forecasting the volume of customer contacts
- Scheduling agents based on forecasts to meet your service level requirements
- Managing Real-Time_Activities and their impact to Forecasting & Scheduling
- Business Intelligence: Reporting, auditing and maintaining data integrity
Below is a collection of sample material related to workforce management.
