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How to be a Call Center Workforce Management Superstar

Are you taking care of all the elements of the forecast? Are Planning and Operations teams working together for success? Are you delivering efficient schedules? Do you focus on Employee Engagement?


Do you want to be a Call Center WFM Superstar?

Here we present four key metrics that you can use to get a good picture of the WFM team's success. They can be used as a scorecard for the WFM team and as tools to diagnose improvement opportunities. Knowing that the process is not as good as it should be isn't enough; the team needs mechanisms to diagnose exactly where the problems are, so that they can more readily be analyzed and improved.