Workforce management (WFM) technology has developed alongside the contact centre, coming a long way from the single-channel scheduling tool it once was.
Like any tool, however, if not used correctly, it can become more of a burden than a saviour.
Here are 5 common mistakes made when scheduling with a workforce management tool and how to avoid them in order to meet targets with less effort, achieve efficient workforce planning and obtain a faster return on investment.
The rest of this article can be found exclusively on the Contact Center pipeline website.
Check out ‘5 mistakes to avoid when scheduling with WFM‘.