Workforce Management For Contact Centres Of All Sizes
If you have plans of putting up your own contact centre, you will need to know of some tips from people who have been
in the business as they have some very important lessons to share.
You may think all...
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Workforce Management For Contact Centres Of All Sizes
If you have plans of putting up your own contact centre, you will need to know of some tips from people who have been
in the business as they have some very important lessons to share.
You may think all you need are some phones, some
computers, several agents, and a connection to the internet but this is not the case at all.
You may be able to afford to
slack off if you have an agent or two aboard but as your business grows, you will need to learn all about workforce
management.
After all, your phones and your computers may cost you a lot of money but it is your agents that make
up the bulk of your workforce and they also happen to be the most important component of your contact centre.
You
can train them all you want and give them the best spiels but without an effective workforce management plan, you
will lose money because of your agents.
As far as increasing productivity goes, workforce management (WFM)
solutions really do
Less
