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Basics on WFM (workforce management)

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Basics on WFM (workforce management)

📞 Workforce Management (WFM) in a Call Center WFM is a set of processes and tools designed to ensure that the right number of agents, with the right skills, are available in the right channel (phone, chat, email, etc.) at the right time to handle customer interactions. The main goal is to balance the needs of ...

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