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Best Practices for Modern Workforce Management in Today's Contact Centers

Cover for a toolkit on best practices in modern workforce management.

Published: Jun 15, 2021

Pages: 11

Sponsor: ICMI Logo

More organizations are devoting the budget and resources to improve workforce management processes and invest in solutions that impact the employee and customer experience. This toolkit explores digital transformation, omnichannel, forecasting, scheduling, and intraday management, along with employee engagement for remote or distributed teams.

In a recent ICMI study, 73% of survey respondents reported that their contact centers plan to adopt a post-pandemic blended or hybrid work environment. As a result, more organizations are devoting the budget and resources to improve workforce management processes and invest in solutions that impact the employee and customer experience. Yet, there is still room for improvement.

This toolkit explores digital transformation, omnichannel, forecasting, scheduling, and intraday management, along with employee engagement for remote or distributed teams. Keep reading for practical advice your contact center can use to navigate the months ahead and plan for the future.

 
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