Difference between revisions of "Workforce Management"
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# '''[[Forecasting]]''' the volume of customer contacts | # '''[[Forecasting]]''' the volume of customer contacts | ||
# '''[[Scheduling]]''' agents based on forecasts to meet your service level requirements | # '''[[Scheduling]]''' agents based on forecasts to meet your service level requirements | ||
| − | # Managing '''[[Real- | + | # Managing '''[[Real-Time_Activities]]''' and their impact to Forecasting & Scheduling |
# '''[[Business Intelligence]]:''' Reporting, auditing and maintaining data integrity | # '''[[Business Intelligence]]:''' Reporting, auditing and maintaining data integrity | ||
Revision as of 09:37, 13 April 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.
