Date: June 29, 1:00 PM-2:15 PM Eastern
Since workforce management software tools arrived on the market in the 1980s, the capabilities and options have grown rapidly. The world of workforce management is vastly different today. Almost all centers of any size have at least the basic tools, and larger centers have bells and whistles that were only in our dreams a few years ago.
So now that we have all these great tools, life is a breeze. We can create perfect forecasts and the most optimal schedules, watch where the agents are at every minute, give agents access to the system so they can view their schedules, and even let them use a telephone interface to call into the system to say they are not going to be in today.
Sounds perfect. Right? Well, no. We are still struggling with most of the same issues that were keeping us up at night before all these great tools were introduced. And some new issues have cropped up as our industry tries to find the best way to compete in today’s global economy.
Life’s a Breeze with New Workforce Management Tools was a very popular and lively debate. Since there were too many audience questions to respond to in the 90 minutes, we have created a document of vendor responses to audience chat questions. Download the PDF document.
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