If you could enhance your agents’ performance as well as their happiness with the implementation of one contact center solution, would you? To some that seems like a no brainer, but if you need a little more convincing hopefully this continuation of last week’s post, Pain Points of the Contact Center and Workforce Management Solutions, can do the trick.
A contact center is only as good as its agents, so ensuring that agents are performing to their potential and enjoying the work that they do is the key to a successful contact center. This is where Workforce Management (WFM) comes in. Simply put, WFM is a way to ensure that you have the right agents in place, at the right time, with the right skill set.