WFM (Workforce management tools)

Learn More: Add Video to Your Collaboration

WFM (Workforce management tools) is a term describing software functions for managing the availability of customer service representatives. These types of WFM (Workforce management tools) include control groups, shift schedules, call routing and skills-based routing. Using WFM (Workforce management tools), a company can find the level of staffing required to meet the demand of calls and labor costs associated with each shift.

Jack Henry 2022 Takeaways: Balancing human relationships with digital engagement

Reinventing the Contact Center Customer Experience

Providing a Branch-Level Experience with Video Chat

The Road to Recovery: Improving Patient Engagement

The Impact of the Nursing Shortage in Hospitals Today

Learn More: Perform Quality Assurance on Calls to Better Train Contact Center Agents