9 Tips for Implementing Workforce Management in the Contact Center

Nov 12, 2013 3:23 PM  By

Your system should produce a single optimized schedule without edits.


Many WFM systems generate a basic schedule and then require analysts to spend costly time editing that schedule to accommodate breaks, lunches, meetings, training sessions and vacations. This consumes clerical time, risks input errors, and makes creating every schedule an inefficient multi-step process. It can also adversely affect your service levels by failing to consider these variables in the optimization process.