9 Tips for Implementing Workforce Management in the Contact Center

Nov 12, 2013 3:23 PM  By

Your system should have an integrated vacation planner

vacation

This is a two-fold test. First, the vacation planning module should integrate with the WFM software to ensure that vacation slots will be accurately calculated and reflected in agents’ schedules without manual input. Second, it should be fully configurable to support your policies and staffing structure. Staffing rules particular to your company should be taken into consideration and accounted for in the scheduling.

Bob Webb is the vice president of sales with Pipkins Inc.

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