Sat.Apr 08, 2023

article thumbnail

Utilizing AI in Workforce Management Tools for Call Centers

LiveVox

Workforce management (WFM) is a set of institutional processes an organization uses to maximize employees’ productivity and performance. It revolves largely around scheduling, with the goal of optimizing labor distribution to accomplish the necessary tasks in the right amount of time. In simpler terms, WFM helps teams get the job done with the exact number of workers needed–no more, no less.