Learn more about 'Workforce Optimisation'

October 23, 2021

Workforce Management

December 10, 2017 Last Updated: October 20, 2021
CX Central

Call Centre Workforce Management, Workforce Optimisation or WFM is the science of aligning staff rosters to customer interaction loads to maximise efficiency in the contact centre workplace.

Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 18, 2021

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.

The future of CX and six facts you must know

6 facts about the future of CX

June 1, 2017 Last Updated: June 21, 2021

After spending an evening with the world famous Don Peppers talking about the future of CX, there are 6 indisputable facts every CX manager should know.

The false economy of a customer retention strategy

False economies of a Customer Retention Strategy

February 6, 2017 Last Updated: June 21, 2021

Customer Retention is a tactic widely used by companies across the globe but is it just a false economy that actually creates disloyalty with customers?

Tag: Workforce Optimisation

Workforce Management

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