Making WFM Work: Best Practices and ROI Model
Workforce management (WFM) solutions are essential productivity tools for the contact center, especially in larger centers with 100 or more agents. Yet the adoption rate of WFM is surprisingly low due to three primary reasons — traditionally, WFM solutions are expensive, inaccurate, and not user-friendly.
But there has been tremendous innovation in contact center WFM over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.