The Case for Workforce Management

摘要

It's hard to imagine that after all these years, we still need to make the case for WFM - is one of the most effective tools available for call centers to make resource allocation decisions. And yet, a lot of people still don't use it, or use it to its full potential.rnAbout six months ago, Frost & Sullivan did an end user survey of contact center managers. We asked all sorts of questions about their centers, how they operate and what kinds of technology they use. When we asked about WFM, we found that a solid 58 percent of American centers were using it. On one level, that seems pretty good: you'd think if three-fifths of a group is using something that it would represent a pretty solid consensus that something works, right?