Maximising WFM Performance

UNLOCKING OPERATIONAL WFM BENEFITS

Workforce Management (WFM) solutions that help enhance the efficiency of customer operations have been around for decades – and there’s a good reason for that. With 70-75% of operational contact centre costs still accounted for by staffing-related costs, there’s an ongoing requirement for effective WFM solutions that can optimise planning and CX operational processes.

SECURING TANGIBLE WFM BENEFITS

Are you looking to improve effectiveness, efficiency and accuracy of your workforce management solution?

Signs that your WFM could be off track include inaccurate staffing levels, above target wait times, high attrition and burnout of advisors, too many manual and error-prone processes, or a lack of clear data due to capability gaps.

The right WFM strategy and software embraces key disciplines such as capacity planning, demand forecasting, scheduling, and reporting & analysis.

Bringing them together to optimise the deployment of your available contact centre resources while also ensuring you get to keep your operational costs low is critical towards the delivery of excellent customer service across all your key customer engagement channels.

Download the eBook to discover:

• How to optimise planning and operational processes with WFM
• The consequences of letting WFM planning processes drift
• How to put Sabio’s deep WFM expertise to work
• Where you can unlock operational WFM benefits
• Sabio WFM in action