Defining WFO. (Hint – It’s Not Just About Workforce Management)
Noble Systems
SEPTEMBER 29, 2020
At the core, it is comprised of forecasting accuracy, effective scheduling, and efficient rostering. In the contact center, WFM provides the necessary metrics to gain insights into the number of agents and supervisors with the right skill sets that are required to complete the work at any given time of day, week or month.
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