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Workforce Management: It's More Than Just Software

Interactive Intelligence

To create a successful workforce management deployment, the first step is to evaluate your WFM product and determine how you'll use it along with the processes and best practices that support it. Next, consider how your ACD is configured, what type of forecasting and scheduling practices you'll use and goals for various metrics including schedule adherence. For more insights, read how to get the most out of workforce management.

Tags : interactive intelligence, workforce management, acd, schedule, forecasting, wfm, processes, best practice


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Published:  Oct 03, 2011
Length:  10
Type:  White Paper