A substantial proportion of the costs of operating a call center are associated with call center agents. These costs not only comprise their salaries, but also the equipment they use and the call center software that drives that equipment. Given that fact, it makes sense that optimizing your company’s workforce with workforce management (WFM) represents a smart strategy. Specifically, embracing the flexibility that increasingly defines the 21st century workforce and empowering your call center agents to control more of their own workplace situation allows them to perform at a higher level, and often translates to a healthier bottom line for your company. Workforce…
Optimizing Your Workforce With Workforce Management
