A Frost & Sullivan White Paper for IEX
The heart of a contact center’s information resource is the workforce management tool, a complex system that melds predictions about what conditions will exist with resource allocation algorithms for assuring the right number of agents. But what distinguishes today’s high performance center from the merely adequate is the way WFM is integrated with other necessary tools.
To learn more, download this free IEX white paper by Frost & Sullivan, High Performance Contact Centers. Where many call center users see the workforce management component as limited to call forecasting and agent scheduling, this paper shows how the true high performance center incorporates it into a larger program.