eBook: Five ways to improve interactions between consumers and agents with workforce management
With workforce management (WFM) forecasting and scheduling features, it's easy to predict inbound volume surges and then organise agents' schedules accordingly. WFM reduces incoming call abandonment rates by scheduling the right number of staff with the appropriate skills to meet the rise and fall of call demand.
Contact centres can't be fully productive and customers won't be satisfied if agents are not on schedule. With WFM, agents can receive timely notifications about potential schedule changes through multiple convenient channels, including e-mail, desktop, SMS and mobile push.
This eBook explores five ways WFM solutions can work for you.