It’s hard to imagine that after all these years, we still need to make the case for workforce management (WFM) [as] one of the most effective tools available for call centers to make resource allocation decisions. And yet, a lot of people still don’t use it, or use it to its full potential.
About six months [...]
Recently, Frost & Sullivan conducted a major survey of contact center practitioners in which we asked them a wide variety of questions about the tools they use, their plans for the future, and the issues that are of concern to them. The results indicate that though they are keeping an eye on developments in the [...]
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| By N2H | ||||