The current pandemic has taught us that the contact center, and workforce management (WFM) solutions within it, need to be ready and flexible. Dynamic WFM will continue to enhance customer and employee engagement and enterprise productivity, no matter the sudden situation.
Nowhere is there more need for such flexibility and mobility to foster engagement and productivity during high-stress, in-flux periods than in the intraday management capabilities provided by WFM solutions. Intraday management tools are in the process of being re-designed and re-engineered to give contact centers the flexibility to respond on a real-time basis to their dynamic operating environments.
Download this white paper, written by industry analyst firm DMG Consulting LLC, and learn about: