Part three, the final in our three-part series: Hello again! Two weeks ago, we recommended that the properly skilled people be in place prior to automated WFM startup. Last week’s posting advised taking it easy and not biting off...
Part two of our three-part series: Welcome back! Last week, we discussed the necessity of having properly skilled people in place prior to implementing automated workforce management (WFM). Often, WFM failure is due to the lack of being properly...
Part one of our three-part series: Many in the WFM field have seen it happen time and time again: companies implement a WFM program in their contact center. Yet, come six months later and the software just sits there,...