Our Best Practices blog, 5 Benefits of Workforce Management (WFM) for the Contact Center, continues today with Benefit 3: Real-Time Analysis Provides Efficiency Gains. Yesterday, we focused on Benefit 2: Boosts Effectiveness by Aligning Scheduling.
3. Real-Time Analysis Provides Efficiency Gains
- Gains can come from monitoring KPIs, including decreased average handle time to increased adherence to schedule and occupancy.
- The goal is to eliminate as much unused or wasted time as possible through effective monitoring of queues and the allocation of resources.