In our blog post “Call center scheduling: 2 simple methods to measure efficiency” we have already mentioned that scheduling is one of the most complex tasks in a contact center. That’s why to measure and maintain schedule efficiency, you may require workforce management (WFM) software. While there are a lot of great WFM applications out there, they are often loaded with features that are hard to understand. We have consolidated our top 5 features that you should focus on when schedule efficiency is your main goal:
Workforce Management (WFM) at contact centers is changing. What trends should planners and contact center managers keep an eye on in 2020? Three experts at injixo bring their own unique perspective to the table.