Customer Experience1 MIN READ

WFM (Workforce management tools)

November 8, 2020 By LinkLive
  • LinkLive
  • November 8, 2020

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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.

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