Unleashing the Potential of Back-Office WFM: Mastering the Forecasting Challenge
CCNG
JULY 19, 2023
Workforce Management (WFM) is the art and science of scheduling the right number of people with the right skills, at the right time, to handle work within service level and budget. It lays the foundation for efficient staffing levels and optimal resource utilization. WFM isn’t just for the contact center anymore.
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