In this report based on interviews with WFM practitioners and the leaders who employ them you will discover how to:
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In this report, supported by Verint, and based on interviews with WFM practitioners and the leaders who employ them you will discover how to:
Fill in your email address and we'll send you a copy ...
WFM is no longer just about allocating resources most efficiently in the contact centre. Modern WFM practitioners are using the latest analytics software and machine learning to optimise resources across the enterprise, with a focus on improving CX and EX. In this economy, only by applying the principles of WFM - and the data it uncovers - are organisations able to make the most of their resources and support their growth.
What skills do modern WFM practitioners need? Looking beyond the traditional roles of forecasting, scheduling and intra-day management - much of which is becoming automated - WFM people need to be more analytical, business-minded, strategic and customer-focused. The report also looks at the evolving salary expectations for these increasingly business critical roles.
Advances in AI and machine learning are taking WFM technology to the next level. When fully integrated with the contact centre, back office and other line of business systems, many of the traditional WFM processes can be automated. WFM analysts can then focus on making the whole enterprise more efficient and customer-centric.