Workforce Management

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Workforce Management (WFM)

Workforce Management Cycle

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:

  1. Forecasting the volume of customer contacts
  2. Scheduling agents based on forecasts to meet your service level requirements
  3. Managing Real-Time_Activities and their impact to Forecasting & Scheduling
  4. Business Intelligence: Reporting, auditing and maintaining data integrity

Below is a collection of sample material related to workforce management.

Sample Material