Date Published: March 04, 2015 - Last Updated 3 Years, 25 Days, 18 Hours ago
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.