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Next Generation WFM - A Definitive Guide for the Contact Centre

Building Next-Generation WFM: A Definitive Guide

8 min read Download White Paper
Author Business Systems UK
Category Workforce Management

For contact centre leaders, the pressures to maintain service levels while dealing with high turnover, remains a constant challenge, and this is where WFM software comes in.

To rise to the challenge, contact centre leaders are looking for smart Workforce Management tools that enable them to improve agent productivity and morale whilst also boosting service level performance.

But with a crowded WFM market filled with seemingly similar products, what does next-generation WFM really look like?

Download this buyers guide for top tips on selecting a forward-thinking solution that delivers immediate results – and long-term value.

This guide covers the following topics:

  • Mounting workforce management pressures for the contact centre
  • Achieving an elevated approach to workforce management
  • Identifying the right workforce management solution
  • Core-capabilities of Next-Gen workforce management
  • Emerging workforce management Best Practices
  • Finding a WFM Partner vs a Vendor
  • What to look for in a workforce management Partner

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