In older versions of workforce management (WFM), once the forecasts and schedules were set based on historical data and expectation, the opportunity for change was extremely limited and restricted to moving agents between queues and tasks manually: more of an art than a science. Today, many WFM solutions support rapid changes driven by actual interaction […]

The post Making Workforce Management Work For Agents Too first appeared on ContactBabel.

The post Making Workforce Management Work For Agents Too appeared first on ContactBabel.

Source: https://www.contactbabel.com/making-workforce-management-work-for-agents-too/