Workforce Management Guide: Call Center Leaders Take a Seat at the Table
Workforce management call center professionals must perform at higher levels than ever before in an increasingly complex environment. The number of channels they manage has exploded–each one requiring ongoing planning, forecasting, and staffing. Multiple functions across multiple channels have complicated the call center environment ten-fold. On top of that, today’s customers expect immediate, effortless service. Manual processes that worked when channels were limited are no longer adequate to support modern contact center operations. Discover why leading organizations view automation as a strategic asset within their call center infrastructure.