Workforce Management
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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.
Sample Material
- An Introduction To Workforce Management
- Workforce Management Goals
- An Introduction to the Resource Optimization Center, or "ROC"
- Call Routing and Importance in WFM
