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WFM - Accurate Forecasting and Resource Allocation are the Keys to Successful Contact Center Scheduling

inContact

Presented By: inContact



Just as no two snowflakes are alike, no two contact centers have identical staffing needs. Forecasting contact center workloads and intelligently scheduling agents to effectively handle the traffic can be an even more daunting task than predicting the weather. But by gaining a better understanding of the basics of creating schedules, using the right mathematical tools to determine forecasting needs and integrating insight of company procedures and priorities, the process can be far more manageable.

 

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