Here's why your sales contact centre needs WFM analytics Following from my last article, “Applying WFM in Outbound Contact Centres”, lets take a look the possible financial gains in your business by implementing and applying WFM Analytics. Based on a Cold Calling environment, I conducted an analysis...

Applying WFM in outbound contact centres sharing myexperience Many articles and case studies are published about the benefits of a sound Workforce Management solution in all contact center types, including outbound contact centers and with the improvements in technology and the shift from ‘calls’ to...