Darwin would have felt at home in a modern contact center. He would have been able to study its constantly evolving nature and observed his theories in practice. Call centers […]
Archives for 1999
Multi-Channel Contact Center WFM: Handling Multi-Media Work
This workforce management (WFM) paper will examine multi-channel contact center WFM, its challenges, and the factors that should be considered when forecasting and scheduling for multi-media work. How do I […]
The Interaction of WFM Systems and Your Automatic Call Distributor
Essentially all major workforce management (WFM) systems provide forecasting and agent adherence functionality. To accomplish this they must interface with your automatic call distributor to receive various statistical data items. […]