Thus WFM encompasses managing, scheduling and attendance monitoring of the workforce to cope with business traffic. This spans areas such as quality control performance monitoring, contact center workforce management, session recording, agent evaluation, agent coaching/performance, eLearning and analytics. Most analysts use WFO as the over-arching name for anything and everything involving the call center workforce. Therefore, this area deserves its own guide. A major component of call center software is workforce optimization (WFO), which continues to be a vibrant field of innovation. ![]() ![]() ![]()
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