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Benefits of Workforce Management

Overview

What is Workforce Management (WFM) and how can it improve your contact center? Hear how several inContact customers have achieved balance in employee needs, customer satisfaction, and cost containment by ensuring the right agents with the right skills are available at the right time. WFM allows these managers to now have real time visibility into staffing and call volumes. They can also track and promote adherence to schedules. The result is supervisors are free to work on more strategic responsibilities, and schedules are optimized to meet service goals.

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