The Building Blocks of WFM: Understanding the Basic Principles and Trade-offs

Building a strong workforce foundation is perhaps the most essential element in constructing a successful contact center. Managing that workforce in a manner which optimizes service levels, labor costs and call volume not only takes practice, but also requires knowledgeable use of the right tools. In this recorded Webinar, The Call Center School will bring us back to Workforce Management basics, discussing the most effective ways to utilize your WFM solution, such as consistency aligning the optimal number of agents with the proper skill-sets to satisfy the requirements of your callers. We also cover the impact items like over/understaffing and attrition can have on your bottom line, and ways in which you can reduce their negative effects.