Benefit 3: Real Time Analysis Provides Efficiency Gains of Workforce Management

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.

See our next blog for Benefit 4.

Contact Us