Remove Customer Care Remove Employee engagement Remove First call resolution Remove Schedule adherence
article thumbnail

The Importance of Workforce Management for Contact Center Leaders

Serenova

This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement. Workforce Management (WFM) refers to the process of maximizing performance and employee contributions within an organization. Supports schedule compliance.

article thumbnail

Workforce Management Guide for Contact Center Leaders (& Why it’s Important)

Serenova

This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement. Workforce Management (WFM) refers to the process of maximizing performance and employee contributions within an organization. Supports schedule compliance.