The ways that customers communicate with the companies with which they do business has changed dramatically in the last decade. The challenge for contact center management, therefore, is to bring together employees, customers and business goals and run the contact center in an efficient, productive, engaging, value-adding and profitable way to satisfy all elements of the equation. One of the most important steps to balancing this equation is workforce management (WFM) software.
In a recent study entitled, “The State of Workforce Management in Contact Centers – 2017,” UK-based workforce optimization specialist Business Systems Ltd interviewed 100 contact center professionals in the UK to gain a picture of how WFM systems are perceived and used within small, medium and large businesses across the UK.
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