Unleashing the Potential of Back-Office WFM: Mastering the Forecasting Challenge
CCNG
JULY 19, 2023
Workforce Management (WFM) is the art and science of scheduling the right number of people with the right skills, at the right time, to handle work within service level and budget. Forecasting is the key to solving the puzzle of scheduling the right number of people. WFM isn’t just for the contact center anymore.
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