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 [...]
In a column a few weeks ago, I wrote about “smallsourcing” and how U.S. workers are competing for jobs that small companies haven chosen to outsource. Some of these jobs are in the very areas where the doomsayers said the U.S. had no chance of competing, such as information technology, Web development, and graphic design.
That [...]
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| By N2H | ||||