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3 Things to Consider When Picking a Call Center Workforce Management Software

Fonolo

MARCH 8, 2022

Call centers that provide exceptional customer service usually have many people working behind the scenes to ensure operational efficiency. One vital aspect of call center efficiency is call center workforce management (WFM). Industry Report: State of the Contact Center 2022. Agent burnout.

call center workforce 75
call center workforce Call Center Agent burnout Management 75
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The Importance of Accurate Forecasting for Omnichannel Volume

Playvox

MAY 25, 2023

. — and scheduling the correct number of agents with the right skills at the right time to handle the expected volume of transactions. According to 2022 research by ICMI , almost half of contact centers (47%) are still manually creating forecasting models.

Contact Center 55
Contact Center Workload forecasts Agent burnout Customer retention 55
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