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Managers know that callcenterworkforce management matters. Put it another way: if customer interactions are at the heart of a contactcenter’s success, then effective workforce management is the backbone. That’s why contactcenters are investing in it in droves.
While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better callcenterworkforce management (WFM). What is Workforce Management for CallCenters? If that’s a mouthful, think of it as ensuring the right agents are in the right place at the right time.
With that as a starting point, we followed up with a question regarding the changing face of the contactcenterworkforce; specifically, we asked what survey respondents’ expectations were regarding the millennial workforce.
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