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Hope is Not a Strategy

”Hope” is a poor planning method when it comes to scheduling, because it disregards the modern work environment that requires employees to engage among multiple work streams. Some WFM solutions attempt to eliminate the “hope method” by relying on historical data as a predictor of skills usage, but this method frequently falls short because it is rare that conditions of the past will be replicated in the future, especially as contact volume rises along with the number of digital channels.

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