In many organizations, labor represents two-thirds or more of the total operating cost of the contact center, so the ability to make the most of every agent-hour is vital. While operational efficiency occurs in many forms, comprehensive workforce management solutions provide the critical capabilities any organization can use to optimize the use of each agent, preserve customer value and reduce operating.
With the aid of a comprehensive workforce management solution, these initiatives can improve agent occupancy by over 9% while reducing schedule shrinkage and overtime by up to 7%.
Download this white paper and learn about how a rigorous approach to WFM supports four components of an operational efficiency strategy: managing labor costs, reducing administrative workload, reducing operating expenses, and minimizing agent attrition.