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Empowers agents with the world’s best WFM solution

Empowers agents with the world’s best WFM solution

Nov. 08–13, 2024

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H2: Why is Workforce Management Important in the Contact Center?

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Feugiat ligula vehicula blandit suspendisse urna euismod volutpat tellus. Eget velit fermentum orci neque convallis leo nulla. Aenean integer vitae risus orci eu nec. Tellus et venenatis aliquet id. In sagittis lectus pharetra imperdiet in posuere velit. Imperdiet posuere cursus placerat tellus. At commodo accumsan malesuada risus gravida eu accumsan. In blandit congue curabitur pellentesque accumsan nullam nisi. Phasellus tellus vel erat facilisis vitae in. Sit commodo habitant in tellus suscipit vitae leo phasellus bibendum. Amet sed magnis in placerat sem. Sem maecenas nec tempus porta eu.

Key takeaways

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H3: What is Workforce Management?

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https://www.youtube.com/watch?v=A1F3vrVdtnM

The basic building blocks of contact center WFM include forecasting, scheduling and managing.

This guide will give you an end-to-end look at the components of a WFM solution, the growing WFM challenges that call centers face, and emerging WFM best practices that leading contact centers are using to drive smarter WFM and consistently outstanding customer experiences.

Forecasting

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Managing

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Scheduling

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Forecasting

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When agents are engaged, it can create trickle-down benefits that affect the entire call center operation. Call centers that prioritize agent happiness tend to have faster call resolutions and higher customer satisfaction—which helps grow brand loyalty and can become a key differentiator from competitors.

H4: How WFM Drives Agent Engagement

Getting started with sustainability assessments can seem daunting, but by following a few key steps, hospitals and healthcare systems can make the process easier and more manageable.
1. Justo nulla quis scelerisque id.. The first step is assembling a cross-functional team of individuals from various hospital or healthcare system departments. This team should include representatives from clinical operations, finance, facilities management, supply chain, and environmental services. The team should be responsible for developing and implementing the sustainability assessment plan.
2. Proin mauris faucibus at ultrices. The next step is to determine the scope of the sustainability assessment. This includes identifying the areas of the hospital or healthcare system that will be assessed, such as energy use, water use, waste management, and supply chain practices. The team should also define the boundaries of the assessment, such as whether it will include only the main hospital campus or satellite clinics and facilities or which suppliers will be assessed.
3. it amet consectetur. Ullamcorper eget. Once the scope of the assessment has been determined, the team should select the relevant metrics and indicators that will be used to measure sustainability performance. These metrics and indicators should align with your sustainability goals and objectives.
4. Conduct a baseline assessment. The next step is to conduct a baseline assessment of your organization’s sustainability performance. This involves collecting data on the selected metrics and indicators over a specific period. The baseline assessment will provide a benchmark against which future progress can be measured.
5. Egestas facilisis facilisi in fringilla fringilla. Once the baseline assessment has been completed, the team should set goals and targets for improving sustainability performance. These goals and targets should be specific, measurable, achievable, relevant, and time-bound (SMART) and aligned with your system’s sustainability strategy.

H4: How WFM Drives Agent Engagement

Getting started with sustainability assessments can seem daunting, but by following a few key steps, hospitals and healthcare systems can make the process easier and more manageable.

  1. Justo nulla quis scelerisque id.. The first step is assembling a cross-functional team of individuals from various hospital or healthcare system departments. This team should include representatives from clinical operations, finance, facilities management, supply chain, and environmental services. The team should be responsible for developing and implementing the sustainability assessment plan.
  2. Proin mauris faucibus at ultrices. The next step is to determine the scope of the sustainability assessment. This includes identifying the areas of the hospital or healthcare system that will be assessed, such as energy use, water use, waste management, and supply chain practices. The team should also define the boundaries of the assessment, such as whether it will include only the main hospital campus or satellite clinics and facilities or which suppliers will be assessed.
  3. it amet consectetur. Ullamcorper eget. Once the scope of the assessment has been determined, the team should select the relevant metrics and indicators that will be used to measure sustainability performance. These metrics and indicators should align with your sustainability goals and objectives.
  4. Conduct a baseline assessment. The next step is to conduct a baseline assessment of your organization’s sustainability performance. This involves collecting data on the selected metrics and indicators over a specific period. The baseline assessment will provide a benchmark against which future progress can be measured.
  5. Egestas facilisis facilisi in fringilla fringilla. Once the baseline assessment has been completed, the team should set goals and targets for improving sustainability performance. These goals and targets should be specific, measurable, achievable, relevant, and time-bound (SMART) and aligned with your system’s sustainability strategy.
H5: How WFM Drives Agent Engagement

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How WFM Drives Agent Engagement

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Tom Puorro

Chief Business Officer, UJET
Dave Hoekstra
Dave Hoekstra

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