How to build the business case for WFM and prove return on investment
Workforce Management (WFM) is all about empowering contact centers to deliver on customer service goals by ensuring that they consistently have the right number of agents with the right skills in their seats at the right time. By avoiding understaffing, you will boost the customer experience and avoid burning out your agents. By avoiding overstaffed periods, you can eliminate waste and do more with less. Result: Happy customers, engaged employees and business goals achieved. What’s more, WFM automates many of the tedious and error-prone tasks associated with doing staff planning in Excel, freeing you to apply your skills to staying ahead of the game.