5 Common WFM Forecasting and Scheduling Pitfalls
5 Common WFM Forecasting and Scheduling Pitfalls WFM is a powerful driver of extraordinary customer experience and service level attainment. Fine-tuned WFM forecasting and scheduling is how these outcomes are accomplished. But mismanagement can lead to contact center inefficiency, customer and agent dissatisfaction and loss of revenue. A more accurate forecast, and therefore schedule,…