Having technology in your contact centre that helps you with managing the schedules of your agents is a crucial part of day-to-day operations. Being able to reduce costs through automated shift scheduling, and improving the customer experience by making agents happier with a more flexible workload and working hours, are just some of the reasons that many contact centres look to workforce management (WFM) systems to improve this side of the business.
Understandably though, some contact centres remain cautious when it comes to actually putting WFM technology in place. There’s the costly overhead to consider, not to mention actually understanding how the technology works and how well it will integrate with other systems. Whilst these things can certainly be true, you may just be overlooking some key points that are vital to the smooth functioning of a WFM tool.
Read on the full article in MyCustomer for tips on how to start overcoming those WFM stumbling blocks.
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