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Terms like WFM and WFO are often thrown around in the contact center, but what do they really mean? And what's the difference between the two?
Our topic for this week's #ICMIchat was turning workforce management (WFM) into workforce optimization (WFO). Check out the recap below for definitions, suggested ways to optimize your scheduling, tips for curbing attrition, and more.
Join us again next week as we continue the workforce management discussions. Justin Robbins will host a chat on handling calls during peak season. The conversation kicks off at 1:00 EST on Tuesday. Just follow along and use #ICMIchat to participate.
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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