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Workforce Management (WFM) is quite rightly seen as potentially the most valuable tool in the contact centre manager’s portfolio, as it effectively provides them with a platform for unlocking the potential of further Workforce Optimisation initiatives.

Implemented and operated correctly, WFO disciplines such as Workforce Management also play an important ongoing role in ensuring that contact centres schedule and manage their most expensive resource – their agents – efficiently.

Topics include:

  • Delivering best practice operational performance through Workforce Optimisation
  • Realising the potential of Employee Optimisation tools
  • Extending Workforce Optimisation benefits to a broader audience
  • Cloud-based Employee Optimisation set to increase business agility
  • Enabling more strategic Workforce Optimisation activities

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